Noida, Uttar Pradesh
Job Summary
We are looking for a multi-skilled DWP SSM - LSM Leader who can effectively oversee an End User Computing Function on and manage relationship with a global client of HCL.
Primary responsibilities are : Resource & customer Management for Digital work place track/tower ( M365, AD, SCCM/Intunes/Citrix, VDI, UCC ( Cisco/Avaya voice)
Oversee the Other EUC Activities ( Application Packaging, OS Build, Software Distribution)
Customer Relationship Management
SLA Management including Incident and Requests
Regular reviews with Customer, Vendors & Internal HCL Stakeholders
Provide leadership to the LSM Team including coaching as required
Reporting and MIS
Oversee Projects
Skills, Experience and Qualification Required
Business Skills : Understanding of EUC and related technologies
Ability to interact with customers to ensure that the service is polite, efficient and responsive
To work through issues analytically to a successful conclusion
Ability to communicate at different levels within the organization, including Key Business Stakeholders and Director Level Clients
Ability to understand best practices internally/externally on EUC related activities.
Understanding of Financials, including cost control, project revenue/costs, budgeting, P&L; etc.
Personal Skills
Strong customer service skills
Must be detail oriented and self-motivating
Robust Written and Verbal Communication Skills at senior level,
Relationship Management - internal and external customers, Flexibility, Presentation Skills and Team Skills
Flexibility with respect to time - client deliverables need to be met with a Can do attitude
Excellent problem solving / quantitative/ analytical skills
Ability to provide consistent, excellent customer support to entire staff,
representing a variety of personalities and management levels
Must be detail oriented and self-motivating
Ability to motivate people and teams,
Ability to write business cases and justification documents, Ability to manage multiple work streams
Ownership and Drive, Ability to make difficult decisions, Multi -Tasking, Ability to Prioritise, Working Under Pressure, Impartial - Working on behalf of Clients
Technical Skills : Understanding End User IT infrastructure
Minimum Qualification and Experience
10 years End user computing experience, with at least 8 years in a management role leading a team
Minimum 5 Years working in DWP Management Role
Strong Analytical and Data Analysis Skills using Microsoft excel (pivot tables/vlookups etc..) and other reporting tools
Must have at least one or more core digital workplace technology background with hands on experience ( WPE,UCC, UMC)
ITIL professional will be preferred
Key Responsibilities
We are looking for a multi-skilled DWP SSM - LSM Leader who can effectively oversee an End User Computing Function on and manage relationship with a global client of HCL.
Primary responsibilities are : Resource & customer Management for Digital work place track/tower ( M365, AD, SCCM/Intunes/Citrix, VDI, UCC ( Cisco/Avaya voice)
Oversee the Other EUC Activities ( Application Packaging, OS Build, Software Distribution)
Customer Relationship Management
SLA Management including Incident and Requests
Regular reviews with Customer, Vendors & Internal HCL Stakeholders
Provide leadership to the LSM Team including coaching as required
Reporting and MIS
Oversee Projects
Skills, Experience and Qualification Required
Business Skills : Understanding of EUC and related technologies
Ability to interact with customers to ensure that the service is polite, efficient and responsive
To work through issues analytically to a successful conclusion
Ability to communicate at different levels within the organization, including Key Business Stakeholders and Director Level Clients
Ability to understand best practices internally/externally on EUC related activities.
Understanding of Financials, including cost control, project revenue/costs, budgeting, P&L; etc.
Personal Skills
Strong customer service skills
Must be detail oriented and self-motivating
Strong Written and Verbal Communication Skills at senior level,
Relationship Management - internal and external customers, Flexibility, Presentation Skills and Team Skills
Flexibility with respect to time - client deliverables need to be met with a Can do attitude
Excellent problem solving / quantitative/ analytical skills
Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
Must be detail oriented and self-motivating
Ability to motivate people and teams,
Ability to write business cases and justification documents, Ability to manage multiple work streams
Ownership and Drive, Ability to make difficult decisions, Multi -Tasking, Ability to Prioritise, Working Under Pressure, Impartial - Working on behalf of Clients
Technical Skills : Understanding End User
📌 Tower Lead (Support & Operations) (Noida)
🏢 HCLTech
📍 Noida