Job Title

Interview LocationHCL Technologies Limited8th Floor Unit-B Aviator Building ITPL SEZ Whitefield Road, Bengaluru, Karnataka 560066Experience: 8+ Years only eligibleInterview Timing: 10:00 AM- 2:00 PMInterview Date: Sat & Sun, 26th & 27th- Apr-25Work Location - BangaloreWho we are: 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 beJob Description:Job Role : Service Manager – CSM/SPMExperience : 8+ YearsLocation : BangaloreShift : US Shift The Service Manager, also known as Customer (or Client) Service Manager (CSM), or Service Program Manager (SPM) is the primary interface responsible for daily management of contract compliance and administrative responsibility of the governance process include activities such as:Conduct Service Management Reviews: In collaboration with key stakeholders, establish and maintain service management reviews to ensure ’s services and performance are aligned with the Customer’s business plansCoordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions. Responsibilities include:Business Relationship and Governance Management:Relationship ManagementMaintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract.Manage Customer enablement duties such as VEC portal overview, training, access requests and ongoing Customer needs. Operational / Performance ManagementManage Service Level assessment, reporting and conduct analysis on the trends and patterns; Provide the SLA reporting. Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warranted.Review Key Performance Indicators (KPIs) and provide action plans, when necessary.In tandem with Operations and Service Delivery and the Customer, continue to seek areas for process enhancements, streamlining and driving improved performance collectively.Identify ongoing benefits, opportunities, and innovation for continual service improvement. Achieve KPI Improvements of:100% Attainment of Tier 1 KPIs10% NPS Improvement30% Credit Reduction Skills and Qualifications8+ years of related service management experienceStrong organizational, presentation, and problem-solving skillsDemonstrated experience with verbal and written communicationBusiness and Financial acumenAbility to communicate with multiple levels of leadershipPreferred ITIL v4 Foundation CertificationDemonstrated skills in Microsoft Office product suite, including PowerPoint, Excel & Word