Spanish Service Delivery Manager

**Spanish Service Delivery Manager**

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 Manager you will be responsible for the operational, on-site delivery of outsourcing/facilities management to end user customers. Activities involve maintaining contracted service levels resulting in customer satisfaction, maintaining customer relationships, and contract commitments delivered within cost targets. You will also be responsible for the financial plan, account growth, renewal and cost management of the contracted activities.

**Responsibilities**
- Accountable for managing service delivery for one or more client accounts - often across multiple sites and countries
- Consistent and measured delivery of service to contracted SLA
- Accountable for robust contract P&L management in line with agreed Business Case and Financial Plans targets
- Provide support to new business opportunities
- Support the transition and implementation of new business (including new service offers)
- Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value
- Ensure resources, capabilities and capacity to meet both existing and new business demands
- Ensure processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures in line with Service Delivery governance guidance
- Ensure timely and accurate escalation of client service problems and incidents within appropriate timescales
- Provide expert problem management support to difficult, high profile customer issues and ensure root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
- Ensure the client contractual targets and measurements are supported by back-to-back supplier commitments
- Work directly with Client Account Delivery Manager to create the contract Account Business Plan for the year; Support review and on-going input
- Delivering service that meets SLA and ensures customer satisfaction (KPI: SLA achieved & high customer satisfaction)

**Qualifications & Experience**
- Bachelor’s Degree in any related field
- Relevant professional qualifications (e.g. ITIL, Lean Six Sigma, PMI) is preferred
- Minimum 3 years of experience in a service delivery management role or similar

**Required Language Thresholds**:

- Spanish: (Level C1/C2)
- English: (Level B2)

**Skills & Knowledge**
- Cost management and budgeting
- Client facing exposure
- Strong presentation skills with experience of presenting to senior customer representatives
- Commercial acumen
- Proactive and positive attitude
- Analytical thinking
- SLA/KPI experience
- Procurement and contract management skills
- Experience working in a virtual environment

**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