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Service Delivery Regional Lead

4 weeks ago

London Area, United Kingdom HCLTech Full time

Service Delivery Regional Lead - Telecom

Role, Purpose, and Scope

The Service Delivery Regional Lead will be responsible for controlling and overseeing all business operations, people, and ventures. The Service Delivery Lead is responsible for the overall success of the track and is expected to be the strategist and leader who can steer the company to the most profitable direction while also implementing its vision, mission, and long-term goals. Oversee manage service network for the entire SPAN & work collaboratively with Service managers to understand the requirements for upgrades, improvements, new systems, and preventive maintenance and act promptly (as needed) to resolve issues if any. The Service delivery lead is also responsible to oversee performance levels of hardware to anticipate future requirements. He/she should develop short-term and long-term plans for increasing capabilities, improving existing network, and updating equipment to provide maximum service up time. Engage in presale activities to drive growth.

They are responsible for the overall management of Service Delivery capabilities supporting delivery of outsourcing & facilities management contracts. Active involvement supporting the operations is expected across the different Service Delivery capabilities, driving increased synergies and standardization in the operational model, overall cost management, employee retention and performance management, automation, process improvement and simplification.

Major Responsibilities

HCL Strategical Responsibilities

  • Develop and execute the company's business strategies to attain the goals of the board and shareholders.
  • Provide strategic advice to chairman's so that they will have accurate view of the market and the company's future.
  • Ensure company policies and legal guidelines are communicated all the way from the top down in the company and that they are always followed.
  • Prepare and implement comprehensive business plans.
  • Ensure a positive work environment.
  • Ensure performance appraisal, training, and professional development activities.
  • Collaborates and builds cross-functional relationships with departmental heads and management across the business.
  • Provide management and oversight of all aspects of the business within the site.
  • Demonstrate a commitment to excellence and collaborate well with the management team.
  • Provide direction and development, formulate policies and strategic plans for future growth, manage daily operations and other support functions; and improve operational efficiency in targeted areas including customer support and engagement.
  • Closely monitor revenue margins, develop guidelines for personnel evaluations, staff advancement and redeployment.
  • Supporting the development of a healthy internal culture that retains key employees and encourages their professional development.
  • Conducts regular assessment and performance review of operations' managers.
  • Identify, agree, and provide ongoing development support for direct reports career path.
  • Make sure Team Leaders are compliant with their own direct reports coaching and career path development plans.
  • Keep an up-to-date department/track succession plan.

Strategical Operation:

  • Work collaboratively with service managers to Manage any delayed installation, maintenance, and or repair of network equipment and engage respective leads from cross functional teams such as Service desk, NOC, SOC etc.
  • Periodically review the contracts with service managers to Ensure that the customers infrastructure is up-to-date and meets the needs of the business and oversee network usage and costs to identify opportunities for cost optimization.
  • Periodically with service managers review the network/ systems and services are secure and comply with relevant regulations and standards.
  • Participate in Service Management Reviews (as needed): In collaboration with internal key Client stakeholders, establish and maintain service management reviews to ensure Client's services and performance are aligned with the Customer's business plans
  • Participate in the pre-sales activities to drive business growth and maintain strong footprint in the region
  • Lead and oversee service delivery operations within client's accounts.
  • Lead, motivate, mentor, and develops teams directly and/or indirectly to build business capability.
  • Ensure high caliber people are in the right roles, continuously improving the talent pipeline through selection and development activities.
  • Take the lead role in supporting transformation from in-country and account specific teams to a target operating model based on business requirements; identify and leverage existing best practices to consolidate and accelerate transformation progress.
  • Proactively manage risks associated with staff retention, identifying threats and opportunities, working in close partnership with the local HR and Program teams to develop and maintain strong competitive intelligence.
  • Oversees opportunities for leveraging economies of scale across the different capabilities are maximized; holds responsibility for management of financial performance of accounts in portfolio.
  • Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value. Being able to evidence these savings with relevant metrics and KPIs.

ADHOC

  • Managing Client Engagement
  • Responsible for Business Continuity
  • Ability to manage and influence key stakeholders.
  • Provide accurate, timely, and professional reports to management for historical analysis, current status, and forecasting purposes.
  • Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.

Education Requirements:

  • Bachelor's Degree in business administration, Economics, Finance, IT or similar

Professional Certifications:

  • ITIL Foundation V4
  • Relevant Professional qualifications (Lean Six Sigma, PMI)

Additional Skills Required

  • Language - English
  • MS Suite - Power Point, Excel, Outlook, Word, Teams

Candidate Background: Skills, Knowledge, and Abilities:

  • Telecommunications & Service management knowledge/experience
  • Strong understanding of outsource contract management, business case models, P&L and budget experience
  • Strong experience in working in a matrixed environment and with multicultural exposure
  • Strong people management experience including mentoring and coaching
  • Excellent communication and relation management skills
  • Significant experience in service delivery in outsourcing/IT/Consulting
  • People Management – Employee engagement / HR processes & activities
  • P&L management - cost reduction and revenue management experience
  • Ability to manage employees within diverse/virtual environments
  • Strong presentation skills
  • Negotiation and conflict management skills
  • Understand the breadth of products, solutions, and services (key offerings) and the resources that support delivery of the services.
  • 25% or more Local + International business travel required.