MANAGER en HCLTech

Service Delivery & Operations

• Oversee Desk Side Support and Tech Bar operations, ensuring adherence to SLAs, KPI’s and quality standards.
• Manage Incident Resolution ensuring timely resolution of incidents and IMAC (Install, Move, Add, Change) activities and remote dispatch coordination for non-central sites.
• Lead end to end management of device lifecycle processes including asset tracking, OS builds, refreshes, and reclamation adhere to stringent control mechanisms in place and mitigate loss of assets.
• Manage and coordinate Project activities, ensuring alignment with business requirements and timely execution of tasks

Compliance & Governance

• Ensure full compliance with the financial institution’s global operational controls, data privacy, and security policies.
• Maintain audit-ready documentation and support internal/external compliance reviews.

Client Relationship Management

• Serve as the primary point of contact and  foster strong relationships with client stakeholders, ensuring transparent communication and high satisfaction.
• Conduct regular service reviews and feedback sessions to identify improvement opportunities.

Continuous Improvement & Cost Optimisation

• Identify and implement service enhancements to improve efficiency and reduce operational costs.
• Monitor KPIs and drive performance improvements across regional teams.

Team Leadership

• Recruit, onboard, and manage a team of support engineers and dispatch personnel.
• Provide coaching, performance reviews, and ensure certification compliance.

Education & Certifications

• Bachelor’s degree in IT, Computer Science, or extensive experience in relavent field.
• ITIL Foundation certification (minimum); HDI, PMP, or equivalent preferred.

Experience

• Minimum of 15 years in IT service management as part of managed services, with at least 10 years supporting financial services clients.
• Proven track record in managing EUC environments and field service operations.
• Experience with Active Directory, SCCM, JAMF, CMDB, and ticketing systems (e.g., ServiceNow).

Financial Services Expertise

• Familiarity with banking or financial services regulatory frameworks (e.g., GDPR, SOX, PCI-DSS).
• Experience working within high-security environments and handling sensitive data.
• Understanding of financial client expectations around uptime, responsiveness, and auditability.

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder engagement abilities.
• Ability to thrive in a fast-paced, compliance-driven environment.