Regional Service Manager @Bremen, Germany - Bermen

 StepStone ·  06.10.2018 ·  Bermen ·  HCL GREAT BRITAIN LIMITED

HCL Technologies is the fastest growing IT services company (Brand Finance Global 500, 2017) in the world; a $6.9 Bn global company operating out of 33 countries that specializes in    transformation of IT and engineering services.   HCL provides an integrated portfolio of services underlined by its Mode 1 - 2 - 3 growth strategy. Mode 1 encompasses core services in the areas of Applications, Infrastructure, BPO and Engineering & R&D services. Mode 2 focuses on experience -centric and outcome -oriented services such as Digital and Analytics Services, cybersecurity, cloud and AI. Mode 3 is ecosystem-driven,  creating innovative IP -partnerships to build products and platforms business. With this in mind, HCL has invested heavily in building solutions and partnerships that cater to businesses of the 21st century.   Our success is built on our core engineering strength and strong domain competency, spanning retail & corporate banking, capital markets and insurance sectors and catering to the IT and operational needs of leading financial services companies. HCL focuses on creating real value for customers by taking - Relationships Beyond the Contract; a philosophy which places our customers at the heart of every digital transformation, pushing the envelope and being pioneers in the FinTech industry. Job Description Governance Manage the Governance and act as single point of contact for the regional governance. Drive the Monthly/Quarterly/Half-Yearly and Annual Meetings for the BUDo regular checks on Customer Satisfaction via Audits and other methods and take steps to improve services and satisfaction levels to agreed levels Review progress for all agreed Service Improvement Plans Single point of contact for escalations Establish and manage relationships with Regions (BU) ICS  Day to Day Operations Get gap analysis done for the Region and flag any risk and issues and dealt with amicably as agreed with both HCL and TNT stakeholders Represent Change Management in the CAB meetings  Reflect and maintain an in depth understanding of IT infrastructure in the region Ensure that technical system support services are delivered consistently to all the sites in the region.  Ensure the deliver a consistent support service for all locations/remote sites inside the BU Ensure overall services being delivered adhere to the agreed SLA and KPI’s. Do monthly capacity management report specific to the BU for internal HCL management, in case there is urgent requirements quickly escalate the same with HCL. Make sure the identified Service improvement Plans are executed and observed to give the expected results. Manage / Mentor the onsite HCL staff and make sure they are comfortable in delivering agreed services. Manage Attrition, Training for the regional staff Responsible for the Infra Service Towers assigned by the line manager. Interact with BU PPM and understand the demand pipeline. Take suitable actions to make sure the operations teams are ready for the demand. Make sure various projects have the right handover criteria for acceptance into operations. Discuss/Agree and accept various projects into operations based on the Acceptance criteria agreed earlier and make sure the initial hand hold is done for a seamless introduction of new services Job Requirement (The Skill required) Candidates should have a level of technical lead experience commensurate with the role, and must include at least 6-8 years post graduate hands-on technical experience, which should include technical lead roles. Years of Experience  6 to 8 years

Experience working with and applying Design patterns to solve problems.

Demonstrate strong written and oral communication skills.

Hands on experience in Tomcat and Weblogic/Websphere servers

Non-Technical / Soft Skills

Sound communication skills.

Sound time management skills.

Good ability to anticipate issues and formulate remedial actions.

Sound interpersonal and team working skills.

Sound ability to take on multiple assignments.

ITIL certification

Good problem-solving skills.

Easily adoptable to company culture.

"Leadership & Management 

Stakeholder Management 

Account Management 

Financial, Commercial & Contract Management

Service Improvement & Value Creation 

Performance Management

Reporting & Governance 

Operational Contract Management 

Excellent written and verbal communication skills 

Stakeholder management skills 

Ability to influence key stakeholders in Customer Accounts 

Ability to translate and communicate business requirements and service requirements/specifications to varying levels of audience 

Understanding of ITIL process and structure 

Good Word, PowerPoint and Excel skills, with a demonstrable ability to build well-presented and logical documents and presentations.

Salary as per Market Standards and Benefits as per Company policy




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