Service Program Manager

Exp- 8-17yrs

Job Location- Lucknow

Mandatory Skills

• ITIL Certified
• Experience in Network Telecom domain a must
• Hands-on experience in Incident Management, Problem Management, Change Management and Service Level Management
• Good experience in understanding Contracts

Responsibilities include:

• Conduct service management review in collaboration with key client stakeholders to ensure services and performance are aligned with the Customers business plans.
• Overall relationship management with the Customer
• Manage Customer enablement duties such as customer portal overview, training, access requests and ongoing Customer needs.
• Manage service level assessments, reporting and conduct analysis on the trends and patterns through SLA reporting.
• Review internal Key Performance Indicators (KPIs) and provide action plans, when necessary, to improve performance.
• Collaborate with Service Assurance team, Service Delivery team and the Customer to seek areas for process enhancements, streamlining and driving improved performance collectively.
• Acts as the primary liaison between the project team(s) and the Customer for new initiatives, engagements, and infrastructure changes.
• Partners closely with sales for growth enablement.
• Align stakeholders and functional groups to identify complex business and challenges face by the Customer, improving Customer satisfaction, resolving Customer escalations, and overall service performance.
• Participates in any technical, network, SLA, contract compliance escalation as appropriate. Engage with Customer executives and executives in the prioritization an\d resolution of escalations, as appropriate.
• Establish periodic status meetings with the Customer to discuss status of contractual relationship.
• Lead monthly/quarterly governance forums and ensures agreed upon governance meetings, peer-to-peer sessions are conducted consistently as per schedule.

Hcltech is looking for .

Education : Any Graduate / Post Graduate