French Service Delivery Executive

**French Service Delivery Executive**

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age; with a worldwide network of R&D, innovation labs and delivery centers and ‘Ideapreneurs’ working in 50 countries. HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000.

As a Service Delivery Executive with HCL Technologies, you will be Single Point of Contact for Partners and European Countries in Operational issues. You will ensure consistent understanding of the client partners Operational Processes and Procedures (Service Desk, Supplies Management, Break Fix, Application Support and Asset Management Partner function.

You will work with Internal Teams, Customer and Partners to continually evolve the delivery options, tools, and Service to ensure the best Customer Service and Cost efficiency. Identifying Implement Service Improvement opportunities across XPPS Service (Support the development of tools, processes, and systems). Developing and sharing knowledge of improvement actions to improve organizational learning

**Responsibilities**
- Customer/Partner facing role, managing complaints and high-level escalations, from all parties, internal and external, and implement Immediate Fix whenever required
- Interface with GCC and other Value Chain Partners to stablish root cause define corrective actions create, implement, and monitor improvement plans whenever needed to ensure the service excellence
- Perform Fleet analysis (Regular and ad hoc) and setup action plans as required, with in country teams, Value chain partners, Customers or Partners
- Support the Development of Tools and systems used by Value Chain Partners
- Lead /Supports Operational trainings (Partners and in Country teams)
- Support and host communication events and sessions with Internal and external Parties i.e. partner Visits, Tool System Demonstrations.
- Provide ad hoc reporting support to partners/in country teams
- Support cost analysis activities lead by Value Chain Partners
- Ensure Governance Processes adherence leading meetings with customer and/or partners
- Lead in country operational meetings (Champions/Specialists, Technical Services, etc.)
- Support all relevant Business/Service Models within the MPS offering
- Use best practices and knowledge of internal or external business issues to drive Continuous Service Improvement
- Participate in or leads cross functional teams focused on the delivery of new or existing projects
- Ensure the ongoing process/system capability associated with projects and manage any changes required to meet or exceed the expectations established in project designs
- Support Contract lifecycle processes Proof of concept, Operational Readiness Review, Renewal and Contract termination
- Provide Business Support in all service delivery related topics that can impact the business (Risk management, advice, follow ups, etc)

**Qualifications & Experience**:

- Good commercial awareness
- Excellent communication skills
- Microsoft Office/Excel
- Proven experience of cross functional working
- Minimum of 12 months’ experience working in a shared services environment
- Proven track record in the delivery of high-quality customer service
- Systems and IT literate
- Proven ability to work as part of a flexible fast changing environment

**Required Language Thresholds**:

- French (Level C1/C2)
- English (Level B2)

**What We Offer**:

- Permanent contract;
- Competitive salary;
- Private health and life insurance from day one in the company;
- Working hours: Monday to Friday, day shift;
- Meal allowance on card/voucher;
- Career progression opportunities;
- Parenthood program;
- Our facilities include an on-site gym; indoor pool, fitness classes and a football pitch;
- Staff canteen with varied food options and river-facing balcony seating

**Job Types**: Full-time, Permanent