This includes management of Client Operations and achievement of associated Service Levels that deliver contracted business outcomes for the Customer. The CSM also has responsibility for Service Relationship Management (SRM), developing and maintaining executive client relationships as well as forging current relationships. The CSM provides value to the Customer through the delivery of services from transition into operations. This includes developing risk mitigation strategies that minimize business disruption. In addition, the CSM oversees the execution of the Clients Service Management governance including monitoring and reporting on the Service Level Agreements (SLA’s), Operating Level Agreements (OLA) and Underpinning Contracts (UC’s) for the Client Services.
Additionally, the CSM will work through complex business and Customer challenges and collaborate in developing and implementing solutions. The overall goal of the CSM role is to partner with Customers and to be an extension of the Customer’s staff.
Key Responsibilities
- Financial Management - coordinate financial management governance and reporting with the financial billing team: including profit & loss (P&L;), operating cost, net present value (NPV) and other required financial health indicators.
- Service Delivery - govern the Project Management Delivery for all Client Services including Project Initiation, Execution, Pipeline Past Due and Performance Management Reporting & Analysis (PMRA)
- Service Portfolio Management - support the evolution of the Clients Service Portfolio to deliver growth through the pro-active management of the Customer’s IT Services Demand...
- Service Transition - own the accountability for ensuring all Client Services are delivered to the agreed requirements of the Customer, within the bounds of the Customer contract and to the expected level of time, quality and cost.
- Continual Service Improvement (CSI) - implement the Continuous Service Impr
📌 Process Manager (Noida)
🏢 HCLTech
📍 Noida
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