Delivery Lead
We are looking for an expert to lead delivery in Spain.
Responsibilities
* Understand the client’s industry, business, and their critical business drivers.
* Ensure a robust governance process with all stakeholders (virtual and face-to-face participation in weekly/monthly meetings).
* Serve as a guide of escalation procedures, incident management, and other disciplines related to service delivery.
* Manage customer requests by providing realistic resolution time scales.
* Contact customers when follow up on open items is required and take ownership of the case.
* Handle customers’ escalations related to the service provided, if required by the account.
* Provide innovative ideas to help client achieve their business goals.
* Providing coordination and recording of service issues and complaints to ensure the customer stakeholders and relevant internal problem/solution owners have been identified and agreed.
* Ensure the corporate process is adhered to at all times.
* Maximize account retention.
Qualifications
* Experience as a Service Delivery Manager, managing projects on integration, data/HR.
* 12+ years of relevant experience.
* Service Outsourcing / Operations experience (lead complex services delivery teams; establish operational control processes; foster client relationships; plan for change; monitor KPIs; share best practices).
* Experience managing AI or integration related projects (plus).
* High level of English proficiency.
Education & Certifications
* Preferred Lean Six Sigma Certification.
* PRINCE/PMP Certification.
* ITIL Foundation Certification.
Key Skills Required
* Governance process management.
* Escalation procedures & incident management.
* Customer request management.
* Problem & service issue coordination.
* Stakeholder communication.
About HCLTech
HCLTech is one of the fastest-growing large tech companies in the world and home to 225,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.
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