Job Summary

SD- Manager

Drive the Run Arena: Sys Admin, Storage and Backup etc
Should be having experience running the Datacenter including Facility services, knowledge of Network
Should be Customer Facing
Middle Man between Customer -HCL
1st Point of contact: HCL and Customer
Responsible for Process Management
SLA Owner for specific BU
Responsible for Service Improvement Initiatives
Managing P&L; for the account
Set Exceptions and Expectations to the Customer
Drive Outage Management and ensure speedy resolution
Analyze the Impact and do Value Add
Ensuring ZERO Human Error in the account
Works with Internal support groups like RMG, WPC, Finance, GTS etc
Provide details of Revenue Forecast and resource forecast
Nominating members for academies for skill improvement.
Own Problems: Stability of specific business unit. Drive the issues to permanent resolution. Drive Problem Management in the account.
Point of Connect and Door Step to the Customer
Ensures Zero Escalation, Zero Surprise and Negotiator with the Customer
Redefine team structure if required.
Bridge between Vendors, change owners and other stake holders to ensure timely resolution to every issue.




Act as a resource provider- Right Vendors and Resources on Call
Present the data to Datacenter in charge of specific geography with the trends, improvements and progress
Responsible for driving projects, and incidents. Works closely with Business for pricing and other financial issues.
Directly interact with Customer BU and drive the resolution.
Coordinates with ITIL Leaders, Compute Team, and Service Delivery Leads for improvements and customer satisfaction.
Align with Service Delivery team for timely response to escalations, issues and concerns raised by BU Stake Holders, business leads and Global Compute team
Owns the communication to Customer for incidents, action plan and works closely with the asset owner for resolution.
Create Confidence in Customer.
SDM Time: 50%: Day to Day Operations, 20%: Customer Engagement, 20%: Reporting, 10%: Agile Reporting

Discuss improvement Areas with Vertical Leads

Key Responsibilities

SD- Manager

Skill Requirements

SD- Manager

Must Have Skill

Service Delivery Management

Positive to Have Skill

Other Requirements

SD- Manager

📌 Group Operations Manager Lucknow
🏢 HCLTech
📍 Lucknow