Job Description
Job Summary
As a Service Delivery Lead, you will report to the Delivery Engagement Lead. Your primarily role is to oversee the functioning of Network Circuit Provisioning and Activation service delivery operations for a B2B Managed Networks Provider. This is a hands-on Operational/Delivery role within the Service Delivery lifecycle of Managed Networks services. The Provisioning and Activation groups is responsible for planning the network installation as per agreed design/solution. This includes managing and optimizing telecommunication networks, circuit prep and configuration using provisioning tools through to live circuit activation.
As a Service Delivery Lead/Group Manager/Senior Manager, you will play a pivotal role in leading a team of experienced Network Associates, Technicians and Specialists in a B2B service environment.
Key Responsibilities
A : Operational Management and Service Transformation
- Responsible and accountable for the successful Service Delivery of the Function (Provisioning / Activation) as defined in the contract / scorecard
- Design and implement strategic plans to drive success of the Function
- Integrate resources, staffing and development requirements, ensuring adherence to volume demand and capacity management
- Integrate future operating model changes based on projected technology/service improvements
- Improve overall productivity through effective business process improvement methods (Six Sigma, BPM Levers) and through effective deployment of resource utilization
- Build and deploy effective structures and process to deliver operational adherence to incident, change, and ticket management processes
- Ensure operational metrics are appropriately defined and reported consistently
- Responsible for process management, SLA adherence, service improvement, value adds etc. specific to functional area
- Point of contact for all operational and delivery matters
B: Transition Delivery Success – Setup, Knowledge Transfer, Service Assurance
- Responsible and accountable for a successful Transition Execution as per contractual agreement
- Responsible for operational actions leading to successful onboarding of new recruits as per onboarding ramp plans
- Operationally participate and provide necessary resources and support to the Transition management actions
- Drive project timelines and milestones including collaborating closely with 3rd Parties
- Identify potential risks and document and deploy mitigation plans in agreement with stakeholders
- Responsible for successful implementation of Knowledge Transfer process by ensuring documentation of processes and systems and achieving Functional Throughput targets
- Deploy effective Data and Reporting governance structure with the Reporting team in collecting and analyzing performance and productivity performance
- Exceed Service Transition goals by meeting SLAs during the Transition and consistently delivering steady state performance
C: Client Management
- Responsible and Accountable for Positive Client Success Scores across B2B and B2C
- Lead Client engagement & governance meetings such as WBR, MBR & QBRs
- Establish and maintain strong relationships with key client stakeholders, acting as a single point of contact for the assigned (provisioning/activation) function
- Proactively manage and resolve potential issues, ensuring timely and effective problem resolution
- Gather and analyze client feedback to identify areas for improvement and implement changes to enhance the overall client experience
- Develop and implement strategies to improve client retention and expand business opportunities/growth
- Manage or provide inputs in the commercial aspects of the function
- Negotiate on issues and subjects with clients, ensuring that both parties align on expectations and deliverables
D: People Management
- Responsible and Accountable for consistently delivering Employee Skill, Engagement and Attrition Targets
- Lead by example and motivate individuals and teams to deliver best-in-class work ethic
- Set clear goals and expectations for the team and provide tactical interventions & guide towards strategic direction
- Participate in hiring, training and developing a high-performing skilled team of Network Service Delivery professionals
- Drive a High-Performance culture by promoting ownership and fostering a positive and supportive work environment
- Provide regular one-on-one feedback and coaching to enhance individual and team performance
- Identify and address potential causes of employee concerns or dissatisfaction and proactively engage with cross-functional stakeholders in resolving
- Drive participation and own Gallup Pulse Index action planning
- Recognize and celebrate individual and team achievements and acknowledge successes at team meetings and company-wide events as per policy
E: Financial Management
- Responsible and Accountable for delivering Budgeted Costs Savings for the line of business
- Responsible and Accountable for Financial Improvement Plans of key levers linked to Revenue & Margins
- Responsible and Accountable for developing strong and robust controls & monitoring process
- Work with Portfolio Managers in firming up cost estimation models in identifying opportunities and benefits to HCLTech and our Customers
- Responsible and Accountable for mitigating against SLA performance/penalties and driving the culture of consistent Zero-risk Service Credit delivery
Responsible for Compliance to Financial Best Practices towards monthly invoicing process
Skill Requirements
- Expert Proficiency In Operations Management, Including Process Optimization, Sla Governance, And Team Leadership.
- Excellent Command Of Escalation Management Methodologies, With The Ability To Resolve HighImpact Issues Using Structured ProblemSolving.
- Advanced Expertise In Data Visualization Tools Such As Power Bi, Tableau, Or Qlik For Driving Operational Insights And Executive Reporting.
- Strong Skills In Process Automation, Workflow Management Platforms, And Business Analytics.
- Superior Communication, Stakeholder Management, And Change Leadership Abilities.
Other Requirements
- ITIL Expert or Six Sigma Black Belt certification (optional but highly valuable).
- Certification in Data Analytics or Visualization (e.g., Microsoft Certified: Data Analyst Associate) is advantageous.
