Client Services & Governance Lead

HCLTech; Seattle (WA); On-site; USD 90,000 - 150,000; Full time

Job summary

HCLTech is seeking a Service Manager to lead daily governance, contract compliance, and service delivery for client accounts in the Seattle area. The role focuses on aligning IT services with client business objectives and managing relationship health at executive levels.

The position requires ITIL V3/v4 certification as preferred, with CISCO CSM being desirable to ensure service design and performance meet contractual commitments.

Qualifications

• ITIL V3/v4 certification preferred.
• CISCO CSM preferred.

Responsibilities

• Conduct Service Management Reviews with client stakeholders to align services with business plans.
• Coordinate regular contract reviews and document changes for amendments.
• Oversee contract obligations and governance, including SLA/OLA/UC management.
• Own service design and end-to-end relationship management including client health and surveys.
• Provide governance and reporting to enable IT strategy via service plan and account planning.
• Lead service delivery improvements and analytics.

Skills

ITIL V3/v4 Certification

CISCO CSM

Job description

HCLTech is seeking a Service Manager to lead daily governance, contract compliance, and service delivery for client accounts in the Seattle area. The role focuses on aligning IT services with client business objectives and managing relationship health at executive levels.

The position requires ITIL V3/v4 certification as preferred, with CISCO CSM being desirable to ensure service design and performance meet contractual commitments.