We are HCLTech, one of the fastest-growing large tech companies in the world and home to 211,000+ people across 52 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.Your Role & Responsibilities:The CSM provides overall service relationship governance and acts as the Customer's trusted partner to provide oversight of the services provided by the provider. The CSM is accountable for developing and executing a service strategy that will provide outstanding client experience and create a long-term, strategic and mutually beneficial relationship between the Customer and Client.This includes management of Client Operations and achievement of associated Service Levels that deliver contracted business outcomes for the Customer. The CSM also has responsibility for Service Relationship Management (SRM), developing and maintaining executive client relationships and forging new relationships. The CSM provides value to the Customer through the delivery of services from transition into operations. This includes developing risk mitigation strategies that minimize business disruption. In addition, the CSM oversees the execution of the Clients Service Management governance including monitoring and reporting on the Service Level Agreements (SLA's), Operating Level Agreements (OLA) and Underpinning Contracts (UC's) for the Client Services. Additionally, the CSM will work through complex business and Customer challenges and collaborate in developing and implementing solutions. The overall goal of the CSM role is to partner with Customers and to be an extension of the Customer's staff.ResponsibilitiesFinancial Management - Coordinate financial management governance and reporting with the financial billing team: including profit & loss (P&L), operating cost, net present value (NPV) and other required financial health indicators.Service Delivery – Govern the Project Management Delivery for all Client Services including Project Initiation, Execution, Pipeline Past Due and Performance Management Reporting & Analysis (PMRA).Service Portfolio Management - Support the evolution of the Clients Service Portfolio to deliver growth through the pro-active management of the Customer's IT Services Demand.Service Transition – Own the accountability for ensuring all Client Services are delivered to the agreed requirements of the Customer, within the bounds of the Customer contract and to the expected level of time, quality and cost.Continual Service Improvement (CSI) – Implement the Continuous Service Improvement Strategy to ensure the sustainable delivery of the Client Service Level Agreements, through the delivery of the Continual Service Improvement Plan.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.Qualifications & ExperienceMinimum Requirements Bachelor's degree or equivalent required. (Business Administration, Communication or Project Management focus preferred)Minimum 5 years' experience in Customer Service, Project Management and/or Telecom.Strong analytical and decision-making skills. A fast learner and must have the desire to work in a client-facing environment.Telecommunications knowledge/experience.Proficiency with Microsoft applications such as PowerPoint, Office, Excel as well as Google applications will be required to perform job.Must have strong interpersonal skills.Preferred RequirementsITIL V3/v4 Foundation.CISCO CSM.Vendor (Six Sigma, Agile, ITIL, Advanced etc.) accreditation would be beneficial and highly desirable.Required Language Thresholds: English (C1/C2: Native-Level Fluency).Why Us Permanent contract.Competitive salary.Private health and life insurance from day one in the company.Working hours: Monday to Friday, day shifts.Hybrid Work Module.Meal allowance on card/voucher.Equality & Opportunity for All Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law.
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