Service Delivery Manager (SDM)

HCL Technologies Limited; Manila; On-site; PHP 446,400 - 669,600; Full time

Benefits offered by this job

Personal time off

Maternity and paternity benefits

Access to skills / higher education programs/resources

Discounts on products and services via Benefit Box

Participate in CSR programs

Opportunities to grow and advance your career

Job summary

HCL Technologies Limited is seeking candidates for a role involving strong Service Desk management, strategic planning, and stakeholder engagement in Manila, Philippines. Responsibilities include guiding team development and ensuring compliance with service level agreements, while actively engaging in the business's growth initiatives.

The position also offers a variety of benefits such as personal time off, educational resources, maternity and paternity leave, and opportunities to advance your career.

Responsibilities

• Uphold service level agreements with unwavering commitment.
• Generate comprehensive progress reports on a regular basis.
• Communicate deliverables with clarity, managing and aligning stakeholder expectations.
• Develop and sustain robust processes and procedures.
• Achieve an optimal balance between Service Desk performance and service quality.
• Guide the professional growth of Service Desk personnel.

Job description

Key Responsibilities

• Uphold service level agreements with unwavering commitment.
• Generate comprehensive progress reports on a regular basis.
• Communicate deliverables with clarity, managing and aligning stakeholder expectations.
• Develop and sustain robust processes and procedures, ensuring:
  • Clarity in team roles and responsibilities.
  • Transparency in deliverables and expectations.
  • Efficiency in reporting structures.
  • Compliance with auditing standards.
• Achieve an optimal balance between Service Desk performance and service quality.
• Guide the professional growth of Service Desk personnel, fostering continuous development.
• Actively solicit and incorporate stakeholder feedback for the introduction of new services.
• Establish clear Service Desk goals that are in harmony with the broader business and IT strategies.
• Engage in active networking within the organization to foster collaboration.
• Establish and maintain strong professional connections with secondary and tertiary support teams.
• Lead strategic planning and brainstorming sessions to uncover new business development opportunities.
• Perform a thorough Current State Analysis (CSA), including SWOT/GAP analysis, to evaluate Service Desk operations.
• Provide consistent, constructive feedback, promoting team growth and development.
• Prioritize results‑oriented actions to ensure the achievement of objectives.
• Exhibit confidence in team abilities, ensuring actions are in sync with verbal commitments.
• Illustrate to teams how progress is tracked, benchmarked, and adjusted when necessary.
• Share pivotal management reports demonstrating the Service Desk’s capability in meeting objectives.
• Clearly articulate the strategic goals and core business processes of the supported organization.
• Possess a deep understanding of the organization’s strategic plans and the acumen to apply this knowledge effectively.
• Interpret and implement the strategic intentions of the organization to enhance Service Desk functions.
• Adopt a proactive stance in the development and support of strategic initiatives.
• Engage in management decision‑making processes, contributing to the organization’s direction.
• Display a keen business vision, insight, and judgment.
• Play an active role in identifying and cultivating new business opportunities.

Benefits

• Personal time off
• Maternity and paternity benefits
• Access to skills / higher education programs/resources
• Discounts on products and services via Benefit Box
• Participate in CSR programs and live life with a purpose
• Opportunities to grow and advance your career

Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.