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Group Operations Manager

2 months ago

København, Denmark HCLTech Full time

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.

Role Definition

The Operations Lead is responsible for managing all on-the-ground operations related to the managed IT services delivered to our client in Denmark. Those include, but are not limited to, managing the service desk and the onsite support personnel, and assisting with all operational functions of the end user support, as well as managing and maintaining the relationship with several client contacts.

Expected Qualifications and Critical Experiences
  • Help to identify staffing requirements based on forecasted call volume, projects, etc.
  • Work with the staff in Denmark in areas related to Performance Appraisals, Performance Improvement Plans, Employee Remediation, etc.
  • Act as Primary contact and owner of the operations in Denmark and HQ region.
  • Obtain client input and develop a monthly call forecast and ensure staffing is aligned to the forecast.
  • Develop Client Dashboard presentations, analyze data, and provide process improvement recommendations to clients.
  • Participate in all internal client reviews and external client dashboard meetings.
  • Facilitate operational planning for upcoming client business events (re-alignments, expansions, new application launches, new services, etc.).
  • Deliver monthly account business reports. Business reports include, but are not limited to client service trends (call volume & patterns, hardware service demands, training needs), process improvements, training needs, revenue growth, and business opportunities.
  • Facilitate development, internal review, and client delivery of Statements of Work for incremental business.
  • Forecasting process – Coordinate with Delivery Team to forecast call volume based on trends and upcoming events. Build/adjust staffing models based on forecast.
  • Scheduling – Build and adjust schedule across all functions (Analysts, Team Leads, Queue monitoring functions, etc.), working in conjunction with the leads for service desk and onsite support in Denmark team.
  • Ensure Service Desk and onsite team meet efficiency requirements, as laid out by management.
  • Identify and communicate issues that may impact Service Levels to the client team members and higher management within HCL.
  • Supervise the Service Desk and Onsite Support leads in providing guidance on change management.
  • Continuously measure all contractual Service Levels for both Service desk and onsite support teams and take corrective action when necessary.
  • Review all aspects of Process Effectiveness (Quality Scores, Training Scores, FCR, Customer Satisfaction, etc.) with the Service Desk and onsite support team leads and coordinate corrective action.
  • Ensure KCS implementation and achievement of all KCS related goals and SLAs.
  • Build a customer-centric mindset amongst the team in ensuring superior quality of support.
  • Liaise with global operations and delivery teams to communicate and understand all upcoming changes to the environment (new application releases, new user onboardings, etc.).
  • Guide the Denmark team in preparing the team for each change event (review training program, ensure understanding of new SOPs, troubleshooting scripts, targeted QA, etc.).
  • Work with the client on the ground to drive strategic initiatives related to higher technology and innovation.
  • Maintain constant communication with other Tiers as necessary (HR, TAG Team, FSO vendors, global operations team, etc.).
  • Ensure all relevant Operational data is reported on in a timely manner to the client and HCL higher management team.
  • Analyze Operational Data and take corrective action as needed working in conjunction with the service desk and onsite support leads team.
Mandatory Skills and Certification
  • Bachelor’s Degree in Business, Computer Science, related discipline, or equivalent combination of professional experience.
  • KCS Basic and or Practices certification a plus.
  • Solid understanding and/or certifications in ITIL and Agile methodologies.
  • 10+ years experience with Service Desk and On-site Service Operations in IT organizations of large, multinational company.
  • 10+ years personnel management experience, quality assurance and process experience.
  • Pharmaceutical industry knowledge a plus.
  • Competencies:
    • Analysis and design thinking.
    • Customer Service Orientation.
    • Interpersonal Consideration.
    • Judgment/Decisiveness.
    • Excellent Communication skills – Danish and English.
    • Performance Management.
    • Persuasiveness/Influence; Technical/Professional Competence.
    • Develop and maintain interpersonal relationships with subordinates and superiors.
    • Maintain inter-department relationships to resolve client issues.
    • Effectively communicate with both internal and external clients.
Benefits
  • A supportive, diverse, and global team with a brilliant culture.
  • Competitive compensation and benefits that includes up to 20 days’ vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
  • 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.
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