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GROUP OPERATIONS MANAGER

Company: HCL Tech
Location: Cary
Posted on: May 3, 2021

Job Description:

Job Description (Posting)Role DefinitionJob Title: IT Service Delivery ManagerReporting to: Head of IT Operations on a day to day basis and ultimately to the Head ofTechnology The IT Service Delivery Manager oversees a number of key functions within the IT department that enable the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.ResponsibilitiesService Management Maintain high performing service support functions including and IT Service Desk, Desktop Support and VIP Support Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimised and agreed Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems Drive internal and third party service review meetings covering performance, service improvements, quality and processes Meeting Support Deliver excellent Presentation and Audio Visual support, ensure meeting room technology is maintained to high standards and routinely checked to ensure high levels of availability Ensure that training services are in place to educate staff on how to use meeting room and collaboration technology effectively Technical Lead the Desktop Management team to continually improve the desktop computing environment Manage the desktop computing environment to ensure that laptops, PC's and other access devices are built and maintained to high standards of performance and security Ensure that patching and anti-virus updates are carried out promptly and effectively Work with the Technical Design team evolve standards for hardware, software and security in the desktop environment Performance & Quality Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner Work with internal and third party teams to ensure actions are taken and completed to protect and improve services Provide regular and accurate management reporting on IT Service performance Effectively deliver/manage StaffQualificationB.Tech, BCASkill (Primary)PMO-Program Management-Program Management

Keywords: HCL Tech, Cary , GROUP OPERATIONS MANAGER, Other , Cary, North Carolina

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