Gautam Buddha Nagar, Uttar Pradesh
Job Summary

Job Summary : The Operations Manager is the onsite delivery owner for HCLTech’s engagement at CNR, accountable for the day-to-day running of all technical tracks delivered on the account – including Service Desk, Deskside Support (DSS), Remote Desktop Support (RDS), Global Access Management (GAM), Cybersecurity, Digital Workplace (DWP), Microsoft and Networking – operating from CNR premises on CNR-provided infrastructure and telephony. The role carries end-to-end ownership of service performance, SLA/KPI adherence, incident/problem/change management, proactive risk identification, and consistent, transparent communication with CNR stakeholders across every track. This is a client-facing leadership position where confidence, ownership and a strong understanding of CNR’s end-to-end IT infrastructure are critical to sustaining and growing the engagement.
Job Responsibilities : Key Responsibilities Service Delivery & Operations Ownership • Own end-to-end delivery for all tracks within the account, acting as the single point of accountability for on-floor operations. • Ensure incidents and service requests are resolved within prescribed SLA/KPI limits, and escalate appropriately when thresholds are at risk. • A key expectation of this role is to manage cross-functional alignment across Service Desk, DSS, RDS, GAM, Cybersecurity, DWP, Microsoft and Networking teams, including shared-service resources, to ensure consistent ownership, accountability and service quality for the CNR account. • Provide end-to-end ownership of incident coordination and management of all service requests, including logging, tracking and reporting in the ITSM system. • Oversee hands-and-feet / touch services, new-joiner device readiness, and leaver equipment uplift/reimage in coordination with the Hardware Asset Manager. SLA, Incident, Problem & Change Governance • Drive strong incident, problem and change management disciplines, ensuring controlled change, root-cause resolution and minimal recurrence. • Maintain SLA adherence and delivery quality across all in-scope towers, owning corrective actions on any breach. • Coordinate L2/L3 issue handling in the queue and manage escalation flow to CNR, vendors, or OEMs as per the agreed escalation matrix. Proactive Risk & Monitoring • Proactively identify operational risks (e.g., resource coverage across floors, VIP/P1 support, peak-load and leave-gap risks) and put mitigation plans in place before they impact service. • Ensure proactive monitoring and timely resolution, with early warning to stakeholders on emerging issues. Stakeholder Management & Communication • Provide consistent, transparent communication to CNR stakeholders during incident response and BAU, advising on progress and workarounds. • Represent HCLTech in the CNR governance cadence – weekly operations meetings, fortnightly/monthly service reviews and Quarterly Business Reviews – presenting service performance, backlog, action lists and improvement plans. • Build strong working relationships with CNR’s Head of IT, Team Leads and end-user community, reinforcing delivery confidence ahead of the BAU renewal. Team & Resource Management • Lead, mentor and manage the onsite DSS/Service Desk team, ensuring adequate coverage across all CNR floors and language-support groups for the 350+ user base. • Manage rosters, leave/backfill planning and workload balancing to protect SLA and VIP/P1 support. Continuous Improvement • Drive service improvement, automation and upsell opportunities across tracks (Cybersecurity, DWP, Microsoft, Networking) in support of the upcoming BAU renewal.
Key Responsibilities
Skill Requirement : Must-Have • Proven IT Service Delivery / Operations Management experience in a managed-services or outsourced environment.



• Strong command of ITIL processes – Incident, Problem, Change, Request and Knowledge Management. • Solid understanding of End-User / Digital Workplace infrastructure (endpoints, Intune/MDM, M365, service desk tooling, ITSM platforms). • Demonstrated SLA/KPI governance and reporting capability. • Excellent stakeholder management, executive communication and client-facing presence. • Strong ownership mindset, proactive risk identification and issue-resolution orientation. Good-to-Have • ITIL Foundation (or higher) certification. • Experience managing multi-location / multi-shift deskside teams. • Exposure to media/broadcast or news-industry IT environments. • Working knowledge of MS Intune, Defender, and endpoint compliance management.
Other Requirement : • Mandatory 5-day work-from-CNR-office at the Max House, Okhla location; hybrid is not applicable for this role. • Willingness to meet the client for a pre-deployment introduction as part of the selection process. • Background checks as per HCLTech and CNR/MSA requirements.
Skill Requirements

Job Description : Job Description\\r\\nOperations Manager – Digital Workplace Services (Onsite)\\r\\nHCLTech | Client Account: Collective Newsroom (CNR)\\r\\n\\r\\nRole Title Operations Manager – Digital Workplace Services (Onsite)\\r\\nReports To Service Delivery Manager (Offshore)\\r\\nWork Location CNR Office – 1st & 2nd Floor, Tower C, Max House, Okhla Industrial Estate Phase 3 Road, Okhla Phase III, New Delhi – 110020\\r\\nWork Model Work from client office – all working days (5 days a week). Hybrid not applicable.\\r\\nBand / Level E3 (Manager)\\r\\nExperience 10–14 years in IT Service Delivery / IT Operations Management\\r\\nRole Summary\\r\\nThe Operations Manager is the onsite delivery owner for HCLTech’s engagement at CNR, accountable for the day-to-day running of all technical tracks delivered on the account – including Service Desk, Deskside Support (DSS), Remote Desktop Support (RDS), Global Access Management (GAM), Cybersecurity, Digital Workplace (DWP), Microsoft and Networking – operating from CNR premises on CNR-provided infrastructure and telephony. The role carries end-to-end ownership of service performance, SLA/KPI adherence, incident/problem/change management, proactive risk identification, and consistent, transparent communication with CNR stakeholders across every track. This is a client-facing leadership position where confidence, ownership and a strong understanding of CNR’s end-to-end IT infrastructure are critical to sustaining and growing the engagement.\\r\\nKey Responsibilities\\r\\nService Delivery & Operations Ownership\\r\\n• Own end-to-end delivery for all tracks within the account, acting as the single point of accountability for on-floor operations.\\r\\n• Ensure incidents and service requests are resolved within prescribed SLA/KPI limits, and escalate appropriately when thresholds are at risk.\\r\\n• A key expectation of this role is to manage cross-functional alignment across Service Desk, DSS, RDS, GAM, Cybersecurity, DWP, Microsoft and Networking teams, including shared-service resources, to ensure consistent ownership, accountability and service quality for the CNR account.\\r\\n• Provide end-to-end ownership of incident coordination and management of all service requests, including logging,



tracking and reporting in the ITSM system.\\r\\n• Oversee hands-and-feet / touch services, new-joiner device readiness, and leaver equipment uplift/reimage in coordination with the Hardware Asset Manager.\\r\\nSLA, Incident, Problem & Change Governance\\r\\n• Drive strong incident, problem and change management disciplines, ensuring controlled change, root-cause resolution and minimal recurrence.\\r\\n• Maintain SLA adherence and delivery quality across all in-scope towers, owning corrective actions on any breach.\\r\\n• Coordinate L2/L3 issue handling in the queue and manage escalation flow to CNR, vendors, or OEMs as per the agreed escalation matrix.\\r\\nProactive Risk & Monitoring\\r\\n• Proactively identify operational risks (e.g., resource coverage across floors, VIP/P1 support, peak-load and leave-gap risks) and put mitigation plans in place before they impact service.\\r\\n• Ensure proactive monitoring and timely resolution, with early warning to stakeholders on emerging issues.\\r\\nStakeholder Management & Communication\\r\\n• Provide consistent, transparent communication to CNR stakeholders during incident response and BAU, advising on progress and workarounds.\\r\\n• Represent HCLTech in the CNR governance cadenc

Other Requirements

weekly operations meetings, fortnightly/monthly service reviews and Quarterly Business Reviews – presenting service performance, backlog, action lists and improvement plans.\\r\\n• Build strong working relationships with CNR’s Head of IT, Team Leads and end-user community, reinforcing delivery confidence ahead of the BAU renewal.\\r\\nTeam & Resource Management\\r\\n• Lead, mentor and manage the onsite DSS/Service Desk team, ensuring adequate coverage across all CNR floors and language-support groups for the 350+ user base.\\r\\n• Manage rosters, leave/backfill planning and workload balancing to protect SLA and VIP/P1 support.\\r\\nContinuous Improvement\\r\\n• Drive service improvement, automation and upsell opportunities across tracks (Cybersecurity, DWP, Microsoft, Networking) in support of the upcoming BAU renewal.\\r\\nSkills & Competencies\\r\\nMust-Have\\r\\n• Proven IT Service Delivery / Operations Management experience in a managed-services or outsourced environment.\\r\\n• Strong command of ITIL processes – Incident, Problem, Change, Request and Knowledge Management.\\r\\n• Solid understanding of End-User / Digital Workplace infrastructure (endpoints, Intune/MDM, M365, service desk tooling, ITSM platforms).\\r\\n• Demonstrated SLA/KPI governance and reporting capability.\\r\\n• Excellent stakeholder management, executive communication and client-facing presence.\\r\\n• Robust ownership mindset, proactive risk identification and issue-resolution orientation. Good-to-Have\\r\\n• ITIL Foundation (or higher) certification.\\r\\n• Experience managing multi-location / multi-shift deskside teams.\\r\\n• Exposure to media/broadcast or news-industry IT environments.\\r\\n• Working knowledge of MS Intune, Defender, and endpoint compliance management.\\r\\nQualifications\\r\\n• Bachelor’s degree in IT, Computer Science, Engineering or related discipline (Postgraduate/MBA preferred).\\r\\n• 10–14 years of relevant experience, with at least 3–5 years in an operations/delivery leadership role.\\r\\nOther Requirements\\r\\n• Mandatory 5-day work-from-CNR-office at the Max House, Okhla location; hybrid is not applicable for this role.\\r\\n• Willingness to meet the client for a pre-deployment introduction as part of the selection process.\\r\\n• Background checks as per HCLTech and CNR/MSA requirements.\\r\\n

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📌 Track Lead - Program & Project Management (Gautam Buddh Nagar)
🏢 HCLTech
📍 Gautam Buddh Nagar