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Service Delivery Team Leader

Poziții disponibile: O poziție
Servicii & BPO
HCL Technologies

People Management Responsibilities: Performance Excellence & Employee Engagement & Motivation

More about what you will do: 

  •  Define team roles and activities to meet team objectives, balancing skills, experience, team styles and workload and support in the achievement of those actions.
  •  Oversee a robust and timely resource management process.
  •  Agree objectives with each team member, setting clear performance expectations
  •  Review performance against objectives on a regular basis (in addition to mid-year and full year appraisal) providing feedback/coaching. Agree amendments as required
  •  Hold weekly communication / team meetings with team members to cascade company information and solicit views/opinions
  •  Hold monthly 1:1 meeting with each team member to discuss progress and ensure two-way communication Business Management Responsibilities
  •  Manage and monitor costs and resources within area of responsibility to comply with company direction and procedures;
  •  Ensure adherence to company policies and procedures (e.g. HR policies, purchasing, expenses, business ethics);
  •  Create a monthly report that shows a detailed view of the activity in the designated Operational Tower; Transition of new activities to the shared services model
  •  Owning the transition of new activities to the Shared Services model – training, process documentation, ad-hoc requirements on designated Operational Tower;
  •  Manages the delivery of the project, ensuring that the project produces the required results -- to the required scope, milestones, quality;
  •  Ongoing and periodic monitoring of progress to ensure project objectives are delivered on time, and required results are realized.
  • Functional Performance
  •  Centre of competence in the designated Operational Tower;
  •  Carry out quality checks to ensure quality standards are maintained; Create scrutiny, inspection and coaching process specific to tower;
  •  Managing escalation and resolution of common issues;
  •  Track the performance against SLAs and KPIs;
  •  Set up of common and consistent processes and process documentation across designated Operational Tower
  •  Drive automation initiatives and support continuous development of existing tools;
  •  Identify short- and long-term actions that will drive continuous improvement in area of responsibility;
  •  Ensure collaboration between all the operational towers.
What you need to have:

  • Experience working across Countries and Cultures.
  • Experience of working in a virtual environment.
  • Professional qualification in ITIL or project management (Prince, PMI) desirable.
  • Lean Six Sigma certifications a plus.
  • Business development/Account Management or related experience:
  • Ability to interact and manage multiple customers 
  • Analytical and numerical ability - data driven 
  • Ability to create and present dashboards, innovative process models
  • Effective communication skills  
  • Advanced level of English

Service Delivery Team Leader
HCL Technologies
  • Iași

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