HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products and services are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. HCL also takes pride in its many diversity, social responsibility, sustainability, and education initiatives. Through its worldwide network of R&D facilities and co-innovation labs, global delivery capabilities, and over 211,000 ‘Ideapreneurs’ across 52 countries, HCL delivers holistic services across industry verticals to leading enterprises, including 250 of the Fortune 500 and 650 of the Global 2000.

If you want to be part of the HCL adventure, we are currently expanding and looking for a Project Team Lead to join our dynamic team in our Global Delivery center in Morocco.

Overview:

The Project Team Lead main objective is to deliver seamless services to customers. Develop strong internal/external customer relations and networks with the purpose of driving same account growth initiatives and enhanced margin in the P&L’s performance. They are also in charge of a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress and tracking KPIs and SLA's. The Project Team Lead play a vital role in boosting customer experience by delivering top-notch quality services that meet and exceed customer demands. Their main objective is to promote continuous improvement of productivity, service quality and customer satisfaction.

Responsibilities:

• Customer Satisfaction & Retention
• Understand the client’s industry, business, and their critical business drivers.
• Ensure a robust governance process with all stakeholders (virtual and face to face participation in weekly/monthly meetings).
• Serve as a guide of escalation procedures, incident management, and other disciplines related to service delivery.
• Manage customer requests by providing realistic resolution time scales.
• Contact customers when follow up on open items is required and take ownership of the case.
• Handle customers’ escalations related to the service provided, if required by the account.
• Provide innovative ideas to help client achieve their business goals.
• Maximize account retention.

Account Management:

• Monitor the correct processes are in place to ensure consistent service quality through rigorous management of change control and acceptance into service procedures in line with Service Delivery governance guidance.
• Maintain high performance levels for service-related processes and implement improvement activities wherever necessary.
• Ensure customer contractual targets and measurements are supported by back-to-back supplier commitments.
• Oversee the integration of all service delivery units and constantly improve quality of cross-functional teams, including other service partners and suppliers to ensure a seamless end-to-end delivery of service for clients.
• Ensure resources, capabilities, and capacity to meet both existing and new business demands.
• Prepare timely and detailed reports on financial performance on a quarterly and annual basis as required.
• Manage escalations and assist in complex issues and design improvement strategies.
• In conjunction with the Client Account Delivery Manager, ensures resources, capabilities, and capacity to meet both existing and new business demand.
• Understand P&L mechanics and manage internal and external contributors.
• As required in collaboration with the Client Delivery Account Manager manage the contract’s P&L management for it to be in line with the agreed Business Case and Financial Target Plans.
• Provides support to new business opportunities. Takes an active supporting role in bids and supports the transition and implementation of new business (including new service offers).

Financial Performance:

• Drive verifiable continuous improvement of productivity resulting in increased cost effectiveness and value. Be able to evidence these savings across relevant customer base.
• Manage contract(s) to meet revenue and cost projections; resource allocation levels to meet contractual commitments, and work with partners to achieve timely revenue, and audit requirements (i.e.., Onsite Security Assessment, 3rd party asset, etc.).
• Support financial planning for contracts by analyzing its performance and risks
• Contribute to P&L performance through cost control and innovation initiatives
• Identify same account growth opportunities to be converted into sales prospects.
• Provide support to new business opportunities. Take an active role in bids and supports the transition and implementation of new business (including new service offers).
• Supporting Client Account Delivery Managers by developing account plans and service strategies with customers to drive enhanced margin and P&L performance.

ADHOC

• Provide accurate, timely, and professional reports to management for historical analysis, current status, and forecasting purposes.
• Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.

Required profile :

• 3+ year experience in service desk or related roles.
• Asset management experience in French market preferred.
• Proficiency in Excel and PowerPoint.
• Excellent communication and problem-solving skills.
• Strong time management and prioritization abilities.
• Understanding of business priorities and change initiatives.