Senior Service Delivery Manager Redmond, WA

Role Purpose and Scope

The Engagement Service Delivery Lead will partner with the client decision makers and stakeholders on multiple engagements for Hi-Tech customers. Manage multiple diverse delivery teams located globally and be responsible for the overall health and growth of the account.

• Bring in Industry best-in class process knowledge and re-engineer the process towards making it self-serve and lean.
• Ideate, transform, re-structure existing and new programs from delivery lens
• Ability to modernize shared service design & deployment
• Unlock business value & elevate from administrative function of programs to making it a source of market differentiation by creating winning preposition
• Responsible for defining, coordinating & executing the go-to-market strategy & programs both cloud and off-cloud solutions
• Participate, create solutions and design frameworks for prospective clients
• Lead and represent HCL in RFI/ RFP’s and orals. Work with multiple teams to create propelling contract construct for clients
• Work with client business partners, business stakeholders, M&A teams in various capacities such as
• Incubating newly acquired or created products,
• Create target operating model, bring in strategic perspective, participate as thought leaders for growth and value add to clients
• Engage with leaders outside the scope for growth of the account

• Direct a team of senior Track Leads, Project Managers, Delivery Leads, Group managers of large-scale, complex global projects that involve multiple stakeholders
• Hand’s-on day to day delivery management and engagement with multiple support units within the organization to effective output
• Evaluate trade-offs between project size and complexity, cost, urgency, risk, and stakeholder value
• Manage critical path to delivery of project objectives, engaging with stakeholders and critically assessing requirements
• Effectively assess and resolve high priority project risks
• Ensure projects meet success parameters and ROI targets stated in the business case
• Maintain collaborative and trusting relationships with stakeholders, effectively overcoming challenges and positioning alternatives to move the project forward
• Tap additional account growth opportunities through networking & client relationship management
• Aim at maximizing economic value and securing future competitive advantage
• Synthesize data into useful formats and bring actionable insights while straddling between details and higher level implications of critical business issues
• Be responsible for the M , Q ’s , Y ’s with multiple stakeholders and decision makers
• Effective transition, pre-bid and RFP experience is a must for this role
• Drive team towards transformed state and always look for opportunity to improve and run people independent process
• P&L responsibility and account growth
• Work with GTM Management to identify and measure successful and failing strategies and identify opportunities for process improvement

• Define project objectives, project scope, roles & responsibilities.
• Outline requirements needed from sales and legal stakeholders to deliver projects on budget.
• Prepare a detailed project plan to schedule key milestones, work streams & activities.
• Manage delivery, changes in project scope, schedule or budget, client relationship and communication with all stakeholders, ensuring the project is delivered to their satisfaction.
• Track projects and provide regular reports on their status to the project team and key stakeholders.
• Identify and mitigate potential risks.

• Project Management – efficiently manage the onboarding of multiple vendors thought out the lifecycle, while keeping stakeholders updated.
• Communicate the onboarding process, timelines, and resource availability with internal business partners
• Review new vendor pipeline with customer and set timelines for onboarding
• Build strong relationships with vendor partners, learning about their operational strengths, limitations and pushing them to improve their service levels for our mutual clients.

• Work…