Mega Walk-in Drive | Telecom Service Manager (SPM/CSM)| Sat, 19th July

Service Manager CSM/SPM.

Interview Location:

HCL Technologies Ltd, 8th Floor, Unit-B, Aviator Building, ITPL SEZ, Whitefield Road, Bengaluru, Karnataka 560066

Interview Date:

Interview Time:

Work Location:

HR SPOC:

Experience Required:

• Carry a copy of your updated resume.
• Bring a valid government ID proof (Aadhaar/PAN/Driving License).
• Arrive at the venue between 10:00 AM to 3:30 PM for registration.

Job Role

Shift

• The Service Manager, also known as Customer (or Client) Service Manager (CSM), or Service Program Manager (SPM) is the primary interface responsible for daily management of contract compliance and administrative responsibility of the governance process include activities such as:
• Conduct Service Management Reviews: In collaboration with key stakeholders, establish and maintain service management reviews to ensure ’s services and performance are aligned with the Customer’s business plans
• Coordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions.

Responsibilities include:

• Business Relationship and Governance Management:
• Relationship Management
• Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract.
• Manage Customer enablement duties such as VEC portal overview, training, access requests and ongoing Customer needs.

Operational / Performance Management

• Manage Service Level assessment, reporting and conduct analysis on the trends and patterns; Provide the SLA reporting. Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warranted.
• Review Key Performance Indicators (KPIs) and provide action plans, when necessary.
• In tandem with Operations and Service Delivery and the Customer, continue to seek areas for process enhancements, streamlining and driving improved performance collectively.
• Identify ongoing benefits, opportunities, and innovation for continual service improvement.

Achieve KPI Improvements of:

• 100% Attainment of Tier 1 KPIs
• 10% NPS Improvement
• 30% Credit Reduction

Skills and Qualifications

• 6+ years of related service management experience
• Strong organizational, presentation, and problem-solving skills
• Demonstrated experience with verbal and written communication
• Business and Financial acumen
• Ability to communicate with multiple levels of leadership
• Preferred ITIL v4 Foundation Certification
• Demonstrated skills in Microsoft Office product suite, including PowerPoint, Excel & Word