Track Manager - Desk Side Services, AMT Asset Management Software

HCL Technologies Limited; Nagpur District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

HCL Technologies Limited in Nagpur, Maharashtra invites applications for the Track Manager - Desk Side Services within AMT Asset Management Software. The role, titled SD - Manager, centers on formalizing service level processes, governing contracts, and delivering consistent ICT support to ensure a reliable customer experience.

You will conduct SLA audits, monitor performance, and drive improvements across technology platforms.

Qualifications

• Experience in supplier evaluation and vendor performance monitoring.
• Ability to drive lifecycle improvements across technology platforms.
• Strong project planning, forecasting, and governance skills.

Responsibilities

• Formulate and manage service level processes across SLOs and contracts.
• Audit SLAs, analyze performance, and drive remediation.
• Ensure timely resolution of services, escalations, patches, and uptime.
• Identify value opportunities and reduce cost without harming service.
• Lead, design, and implement the service model framework.

Skills

Vendor performance management

Service level management

Project planning & governance

Continuous service improvement

Escalation management

Stakeholder communication

Job description

Track Manager - Desk Side Services, AMT Asset Management Software Track Manager - Desk Side Services, AMT Asset Management Software India Job Description Track Manager - Desk Side Services, AMT Asset Management Software Nagpur, Maharashtra

Job Summary

SD - Manager

Key Responsibilities

• Formulate and manage service level processes and procedures to ensure service level agreements, operational level agreements and underpinning contracts are developed and administered in a consistent manner across the organization
• Carry out service level agreement audits and extract necessary information to maintain currency and enable the business to establish and deliver effective and efficient services and sustainable targets; including analyzing and reporting on performance against service level agreements to highlight inconsistencies and guide the development of remediation activities
• Ensure the resolution and completion of services, including escalations, release changes, systems patches and versions, end-to-end ICT delivery and uptime of operations to meet service delivery standards and optimal customer experience
• Identify opportunities to improve value for money and/or reduce cost, eliminate unnecessary delivery processes and administrative procedures without adversely impacting service to the business
• Lead, design, and implement the service model framework to deliver on improvements and enable the consistent monitoring and measurement of team and service effectiveness to expected standards

Skill Requirements

• Evaluates and engages suppliers using developed and agreed criteria to support alignment and understanding of the expectations and requirements of engagement and oversees the monitoring and reporting on vendor performance to ensure service delivery and performance metrics are met
• Drives and delivers continuous lifecycle and service improvements, including new and existing services, to achieve efficiency across technology platforms
• Lead and manage project planning, including business requirements, forecasting, budget, planning, and governance ensuring projects are aligned with business priorities.
• Following and bridging support challenges, given the changing technology landscapes within and outside of the organization
• Reviewing and ensuring ICT service designs are practical and add value to minimize user downtime and maximize productivity, while managing limited resource allocations
• Managing escalations and expectations from internal and external stakeholders, while ensuring compliance standards are upheld and sensitive and contentious issues are addressed promptly

Other Requirements

NA

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 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. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.