Service Delivery Specialist

Company details

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.

Overview :

As an Account Aligned Service Delivery Specialist, you'll provide exceptional customer service to complex tier accounts. Anticipating fleet needs, increasing SLA productivity, analyzing data, and tracking assets are key responsibilities. By delivering valuable insights, you'll identify cost-saving opportunities and ensure client retention. Supporting the SDM, you'll handle supply ordering, break fix scheduling, fleet additions / moves / removals, and reconciliations. As an expert in device performance, system management, reporting, and technology capabilities, you'll provide exceptional support to internal and external customers. Strong time management skills are crucial.

Responsibilities :

• Manage effective communication with internal and external customers.
• Resolve problems efficiently, utilizing available resources.
• Collaborate with sales and delivery partners for reporting requirements.
• Understand service offerings for assigned accounts.
• Work with external partners and suppliers for client deliverables.
• Support contract change management and manage shared mailboxes.
• Contribute to smooth office environments and processes.
• Share ideas, solve problems, and drive performance.
• Promote standardization, consistency, and process improvement.
• Assist with QBR / CCM and custom client reporting.
• Liaise between customers and Supply Chain / logistics teams.
• Maintain a positive work atmosphere and adhere to SOP.
• Support revenue / margin targets and develop custom reports.
• Seek process improvement and stay updated on products.
• Collaborate with multifunctional teams.

Asset Management Responsibilities :

Requirements :