Walkin Drive -Service Program Manager (SPM) | 14th June

Job Description

HCLTech is Hiring || Service Program Manager || 14th June,2025|| Walk In Drive || 10.30 AM - 4.00 PM Location: HCL Tech, ITPL Aviator Building, 8th floor, Whitefield Main Rd, Pattandur Agrahara, Whitefield, Bengaluru, Karnataka 560066 Contact Person: Yanosh /Samrin Hike - Standard (as per the budget) Shift-Rotational Please apply who can join in immediately /30days ITIL Certification is mandatory Please carry: 2 Updated Resume 1 ID Proof Pan card/ Aadhar Card (Do not bring any laptops, pen drives, or electronic devices ) Job Role : Service Program Manager Experience : 6+ Years Location : Noida, Gurugram, Bangalore, Responsibilities include: The Service Manager, also known as Customer (or Client) Service Manager (CSM), or Service Program Manager (SPM) is the primary interface responsible for daily management of contract compliance and administrative responsibility of the governance process include activities such as: Conduct Service Management Reviews: In collaboration with key stakeholders, establish and maintain service management reviews to ensure s services and performance are aligned with the Customers business plans. Coordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions. Business Relationship and Governance Management: Relationship Management : Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract. Manage Customer enablement duties such as VEC portal overview, training, access requests and ongoing Customer needs. Operational / Performance Management Manage Service Level assessment, reporting and conduct analysis on the trends and patterns; Provide the SLA reporting. Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warranted. Review Key Performance Indicators (KPIs) and provide action plans, when necessary. In tandem with Operations and Service Delivery and the Customer, continue to seek areas for process enhancements, streamlining and driving improved performance collectively. Identify ongoing benefits, opportunities, and innovation for continual service improvement. Achieve KPI Improvements of: 100% Attainment of Tier 1 KPIs 10% NPS Improvement 30% Credit Reduction Skills and Qualifications 6+ years of related service management experience Strong organizational, presentation, and problem-solving skills Demonstrated experience with verbal and written communication Business and Financial acumen Ability to communicate with multiple levels of leadership Preferred ITIL v4 Foundation Certification Demonstrated skills in Microsoft Office product suite, including PowerPoint, Excel & Word Preferred Qualifications: B.Tech/B.E. in any discipline. Postgraduate qualifications like MBA, MSc IT, or MCA. Telecom or Networking Domain experience mandatory Fluency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.) ITIL Certification is mandatory