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Service Manager with French

Mandatory:
DESCRIPTION

Service Manager 

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. With a worldwide network of R&D, innovation labs and delivery centers and ‘Ideapreneurs’ working in 50 countries, HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000.

We are a renowned global IT service and consulting company, presently developing our tech footprint in Lisbon (Parque das Nações).

Job Description

The Service Manager will be 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 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

  • 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
REQUIREMENTS

Qualifications

  • 2-3 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
  • Languages:
    • French C1 level of fluency
    • English B2 level of fluency

ARE YOU THE PERFECT CANDIDATE?
Service Manager with French