Field Service Operation Delivery manager - Tekfortune Inc.
Purchase, NY
About the Job
Tekfortune is a fast-growing consulting firm specialized in permanent, contract & project-based staffing services for world s leading organizations in a broad range of industries. In this quickly changing economic landscape, virtual recruiting and remote work are critical for the future of work. To support the active project demands and skills gaps, our staffing experts can help you find the best job for you.
Role:
Location:
Duration:
Required Skills:
Job Description:
ROLES & RESPONSIBILITIES
For more information and other jobs available please contact our recruitment team at careers@tekfortune.com. To view all the jobs available in the USA and Asia please visit our website at https://www.tekfortune.com/careers/.
Role:
Location:
Duration:
Required Skills:
Job Description:
ROLES & RESPONSIBILITIES
- Will be the primary contact of HCL in front of the Client Management Team and should have experience in managing digital workplace like field service operation, service desk
- Managing an onsite team of 20+ resources, reviewing their performance, like customer satisfaction, MTTR, backlog, having connects with team member, regular training and coaching
- Responsible for 500+ sites managed under dedicated and dispatch model, managing vendor to ensure no impact on make, move and sells
- Critical thinking, logical mindset, good problem solver, solution oriented, who has managed operation / delivery / BAU minimum 10+ years of experience in managing DWP environment.
- Client interview is mandate and resource should join on immediate basis.
- Lead a team or group of teams that provide 24/7 technical support to HCL Managed Customers by performing fault identification, diagnosis, correction, and other technical support requests.
- Take responsibility for the performance of your teams against defined business and quality targets set as clear Key Result Areas (KRA) and report against the KRA s.
- Provide your teams with direction, guidance, and support in dealing with Customer escalations and incident or problem prioritization.
- Maintain relationships between Service Assurance and other HCL stakeholders & Customers.
- Manage Senior and Executive Management Escalations appropriately, keeping balanced communications, internal and external at all levels.
- Team staff management, including recruitment, performance management, disciplinary actions and staff appraisals.
For more information and other jobs available please contact our recruitment team at careers@tekfortune.com. To view all the jobs available in the USA and Asia please visit our website at https://www.tekfortune.com/careers/.
Source : Tekfortune Inc.