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 ResponsibilitiesKey ResponsibilitiesService 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.

Skill RequirementsMust-Have

- Proven IT Service Delivery / Operations Management experience in a managed-services or outsourced environment.

- Solid 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 Requirements

- 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.

Qualifications

- Bachelor's degree in IT, Computer Science, Engineering or related discipline (Postgraduate/MBA preferred).

- 10-14 years of relevant experience, with at least 3-5 years in an operations/delivery leadership role.

📌 Track Lead - Program & Project Management (India)
🏢 HCL Technologies
📍 India