We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.Job Description –SIAM Service Delivery Manager/Lead (Operate)Key ResponsibilitiesThe SIAM Lead – is accountable for Service Integration & Management Tower along with Governance for the management of Service Providers performance against the contracted and agreed service levels.Must understand the overall setup of IT Services and roles played by various Service ProvidersMust understand the Supplier SOWs and ensure suppliers are delivering work as agreed in SOWBuild the SIAM Target Operating Model, align roles, interfaces with the relating functionsAnalyse, understand and continuously manage interdependencies within the Service Providers for smooth OperationsEstablish and maintain strong, productive and collaborative relationships with the Service ProvidersUnderstand business drivers, customer strategy and act as a face of the customer to the Service ProvidersHandle Dispute Management & Escalation Management to ensure smooth OperationsIdentify potential risks proactively and highlight with Customer & Service Providers for timely mitigationEnsure performance reports are published, analyze the root cause of performance shortfalls against committed SLA performance targets and tracked KPIs to initiate improvementsSetup required Governance to ensure process & operations performance is reviewed at various levels e.g. Operations resources, Process Managers, Process Owners, Service Delivery Managers across Service Providers, at an agreed frequency e.g. Daily, Weekly, Monthly, QuarterlyRegular review of CSAT, SLAs, OLAs and underpinning contracts; ensure regular monitoring of SLAs & intervention if SLAs are endangeredConvenes the board with representatives of relevant processes, services, operations management and the customerReviews and agree current performance levels and trendsEnsure Process Compliance, Adherence & Maintenance of Service Management Process & ToolsGovern the Continual Service Improvement in conjunction with customers strategy and drive it across Service Providers. Track & Report CSIs across ProvidersLeads the SIAM Tower and drives its efficiency and effectiveness . Mentors SIAM team, defines and coordinates day-to-day responsibilities of service management staffMaintains relationship with Service Provider & Customer ManagementProvides subject matter expertise and leadership in service managementSkills, Knowledge and ExperienceCandidate who has worked as Operations or Service Delivery Manager will be preferredVery strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers.Coordination, negotiation, and persuasion skillsExcellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation. Strong oral and written communication skillsStrong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solveAbility to organize, delegate, and leverage resources to accomplish objectivesSupervisory skills and the ability to leverage support from other parts of the organizationProven expert in managing multiple stakeholders at all levels of the organisation, but specifically at senior management level.Demonstrate a very high level of political and business awareness; acutely aware of organisational sensitivities.Program/project management skills and experience advantageousBenefitsA supportive, diverse and global team with a brilliant culture.Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few.To know more about us visit – www.hcltech.com