Service Delivery Operations Contrat : CDI

HCLTech is a global technology company, home to more than 221,000+ people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2023 totaled $12.9 billion. To learn how we can supercharge progress for you, visit hcltech.com.

HCLTech 's Global Delivery center in Morocco was launched in 2022, currently developing our tech presence in Sala Al Jadida (Technopolis Rabat Shore).

Customer Satisfaction & Retention

• Understand the client’s industry, business, and their critical business drivers.
• Ensure a robust governance process with all stakeholders (virtual and face to face participation in weekly/monthly meetings).
• Serve as a guide of escalation procedures, incident management, and other disciplines related to service delivery.
• Manage customer requests by providing realistic resolution time scales.
• Contact customers when follow up on open items is required and take ownership of the case.
• Handle customers’ escalations related to the service provided, if required by the account.
• Provide innovative ideas to help client achieve their business goals.
• Maximize account retention.

Account Management

• Monitor the correct processes are in place to ensure consistent service quality through rigorous management of change control and acceptance into service procedures in line with Service Delivery governance guidance.
• Maintain high performance levels for service-related processes and implement improvement activities wherever necessary.
• Ensure customer contractual targets and measurements are supported by back-to-back supplier commitments.
• Oversee the integration of all service delivery units and constantly improve quality of cross-functional teams, including other Xerox service partners and suppliers to ensure a seamless end-to-end delivery of service for clients.
• Ensure resources, capabilities, and capacity to meet both existing and new business demands.
• Prepare timely and detailed reports on financial performance on a quarterly and annual basis as required.
• Manage escalations and assist in complex issues and design improvement strategies.
• In conjunction with the Client Account Delivery Manager, ensures resources, capabilities, and capacity to meet both existing and new business demand.
• Understand P&L mechanics and manage internal and external contributors.
• As required in collaboration with the Client Delivery Account Manager manage the contract’s P&L management for it to be in line with the agreed Business Case and Financial Target Plans.
• Provides support to new business opportunities. Takes an active supporting role in bids and supports the transition and implementation of new business (including new service offers).

Financial Performance

• Drive verifiable continuous improvement of productivity resulting in increased cost effectiveness and value. Be able to evidence these savings across relevant customer base.
• Manage contract(s) to meet revenue and cost projections; resource allocation levels to meet contractual commitments, and work with partners to achieve timely revenue, and audit requirements (i.e.., Onsite Security Assessment, 3rd party asset, etc.).
• Support financial planning for contracts by analyzing its performance and risks.
• Contribute to P&L performance through cost control and innovation initiatives.
• Identify same account growth opportunities to be converted into sales prospects.
• Provide support to new business opportunities. Take an active role in bids and supports the transition and implementation of new business (including new service offers).
• Supporting Client Account Delivery Managers by developing account plans and service strategies with customers to drive enhanced margin and P&L performance.

ADHOC

• Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes.
• Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.
• Participate in business meetings and general inputs in day-to-day improvements.

• 2+ year experience in management or related roles.
• Asset management experience in French market preferred.
• Proficiency in Excel and PowerPoint.
• Excellent communication and problem-solving skills.
• Strong time management and prioritization abilities.
• Understanding of business priorities and change initiatives.