Empresa:

HCLTech

Descrição da Função

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 222,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

If all this sounds like an environment you'll thrive in, then you're in the right place. Join us on our journey to advancing the technological world through innovation and creativity.

Your Role & Responsibilities

As a Service Manager you will serve as the trusted partner for our clients, ensuring seamless service delivery and fostering long-term strategic relationships. You will oversee service governance, manage client operations, and ensure the achievement of Service Level Agreements (SLAs) to deliver exceptional business outcomes.

Strategic Client Leadership

- Act as the trusted advisor to clients, understanding their business goals and aligning HCLTech's services to drive value.

- Develop and execute customized service strategies that enhance client satisfaction and long-term retention.

- Lead quarterly business reviews (QBRs) with senior stakeholders to assess performance, risks, and opportunities.

Operational Excellence

- Own end-to-end service delivery, ensuring SLAs, OLAs, and contractual obligations are met or exceeded.

- Proactively identify process inefficiencies and implement corrective actions to optimize performance.

- Oversee service transitions, ensuring smooth handovers from project teams to BAU operations.

Financial & Performance Governance

- Monitor P&L, cost efficiency, and profitability for assigned accounts, collaborating with finance teams.

- Deliver data-driven insights through dashboards and reports, highlighting trends, risks, and improvement areas.

- Drive upsell/cross-sell initiative by identifying expansion opportunities within existing client portfolios.

Continuous Improvement & Innovation

- Champion ITSM best practices (ITIL, Agile, Six Sigma) to refine service models and elevate quality.

- Lead root-cause analysis (RCA) for major incidents, ensuring permanent resolutions and preventive measures.

- Spearhead automation & AI-driven solutions to enhance service efficiency where applicable.

Team & Stakeholder Collaboration

- Work closely with cross-functional teams (IT, Sales, Finance) to align service delivery with client expectations.

- Mentor and guide junior team members, fostering a culture of accountability and excellence.

- Serve as the escalation point for critical client issues, ensuring rapid resolution and minimal disruption.

Compliance & Risk Management

- Ensure all services comply with industry regulations and internal security policies.

- Develop risk mitigation plans for high-impact scenarios, safeguarding business continuity.

Qualifications & Experience

Minimum Requirements

• Bachelor's degree or equivalent required. (Business Administration, Communication or Project Management focus preferred)
• Minimum 5 years' experience in Customer Service, Project Management and/or Telecom
• Strong analytical and decision-making skills. A fast learner and must have the desire to work in a client facing environment
• Telecommunications knowledge/experience
• Proficiency with the Microsoft applications such as PowerPoint, Office, Excel as well as Google applications will be required to perform job.
• Must have strong interpersonal skills

Preferred Requirements

• ITIL V3/v4 Foundation
• CISCO CSM
• Vendor (Six Sigma, Agile, ITIL, Advanced etc.) accreditation would be beneficial and highly desirable.

Required Language Thresholds:

• English (C1: Independent User Level)
• German: C1/ Native

Why Us

• Permanent contract
• Competitive salary
• Private health and life insurance from day one in the company
• Working hours: Monday to Friday, day shifts
• Hybrid
• Meal allowance on card/voucher

Equality & Opportunity for All

Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law.

Candidate Privacy Notice:

Observações

Braga (Portugal)