Publicat 14 Oct 2019 | Reactualizat 11 Nov 2019 | Expiră 14 Nov 2019

Contract Service Improvement Manager

1 post
Expirat
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Candidatul ideal

  • To have good IT skills in standard Microsoft packages
  • To have demonstrable experience of supporting services to achieve sustained service improvement
  • To have excellent written skills and able to prepare formal reports including for senior leadership
  • To be able to interrogate, analyse and use data
  • Excellent understanding of continuous improvement concepts including Six Sigma, Lean, ITIL
  • Ability to set-up, facilitate and lead service improvement sessions with a range of business stakeholders
  • Strong analytical, project and product management skills, including a thorough understanding of how to interpret business needs and translate them into operational requirements
  • The ability to lead, motivate and inspire others to excel and deliver high standards of performance for the business
  • Creativity & Innovation – The ability to challenge current ways of doing things (conventional practices), adapt established methods to new situations, pursue ongoing process improvements, create and evaluate new solutions and ideas
  • Service Governance and Performance Management – The ability to provide overall direction and control for the Xerox delivered services to deliver high quality, cost-effective services to the client
  • Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of Partners, senior managers, and subject matter experts

Descrierea jobului

Position Overview:

Responsible for the analysis and measure of the effectiveness of existing business processes. Designs and implements re-engineering business processes to address user requirements. Determines how new information technologies can support re-engineering business processes. May specialize in one or more of the following areas: benchmarking, business process analysis and re-engineering, change management and measurement, process-driven systems requirements.

Major Responsibilities:

  • Identify and help eliminate bottlenecks in processes and workflows.
  • Request revisions to policies, processes, procedures and plans where necessary, in order to develop and propagate knowledge of improvement actions that will benefit learning throughout the organisation.
  • Ensures and monitors that root-cause analysis (RCA) of client service issues is conducted and learning is shared and applied for future benefit
  • Add structure to ad hoc improvement programmes
  • Where service improvement is required, ensures that a clear plan is established, and agreed with the appropriate parties on how to move forward consistently.
  • Identifying and implementing changes and potential cost-saving initiatives.
  • Provide templates for defining and managing diverse improvement initiatives.
  • Promote the standardisation of contract documents (P&Ps, Billing docs, Training materials, etc.) and headcount capabilities across target teams.
  • Promote a continuous improvement culture that drives productivity, service quality and customer satisfaction.
  • Sets targets for improvements in service quality and resource utilization. Creates and Manages Service Improvement Plans (SIPs) to realise improvements.

Descrierea companiei

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products, services, and engineering are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships.

We offer an integrated portfolio of products, solutions, services, and IP through our Mode 1-2-3 strategy, built around Digital, IoT, Cloud, Automation, Cybersecurity, Analytics, Infrastructure Management and Engineering Services, amongst others. With a worldwide network of R&D, innovation labs and delivery centers, and 120,000+ ‘Ideapreneurs’ working in 39 countries, HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000.

Website: http://www.hcltech.com

Expirat
Contract Service Improvement Manager  -  HCL Technologies Ltd.

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