We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.
HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.
It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.
Here is an opportunity is to be part of HCL Technologies
Role definition –
We are seeking a highly motivated and experienced Technical Program Manager to join our team. The ideal candidate will be responsible for enhancing service and operational excellence, identifying opportunities for improvement, implementing best practices, and leading initiatives to optimize customer and employee experiences.
Expected qualification and critical experiences –
- Bachelor’s degree in Business Administration, Management Information Systems, Information Sciences, Engineering, Computer Science, or a related field.
- Overall 12+ years with 7+ years of progressive experience in Service Delivery, Operations Management, or Customer Support.
- Strong program management experience, including strategic planning, organization, execution, and follow-through.
- Strong data gathering and analytical skills, which translate to action for improvement.
- Good presentation skills to build and share inspiring visual stories and use cases.
- Strong collaboration and influencing skills at all levels.
- Ability to adapt and change with the needs of the organization and business.
- Understanding of digital workplace solutions that enable collaboration, communication, and knowledge sharing.
- Recent experience as part of a Customer Experience organization preferred.
- Excellent communication skills in English.
Mandatory Skills and Certification:
- Certified or trained in Project Management (Agile Scrum Master, PMP/Prince2, CAPM, etc.).
- ITIL v3 or above certification.
- Experience in handling End User Technology Transition and Transformation Projects.
- Experience in delivery management and deployment of solutions.
Service Improvement and Continuous Service Improvement (CSI):
- Review and recommend service level hygiene and improvement.
- Proactively assess operational practices across people, processes, and tools.
- Drive Continual Service Improvement Programs across various client and digital workplace services domains.
- Conduct Customer Experience/Technology Roadmap Workshops and create roadmaps to support efforts.
- Establish and implement industry best practices within our service delivery.
- Identify the need for proactive SWAT Programs.
- Make recommendations for tool adoption and maturity and drive implementation.
- Drive improvements to support end-user and customer leadership experience.
- Drive customer satisfaction.
Foundation Services: Maturity Assessment, Benchmarking, and Best Practice Sharing:
- Conduct GAP/Maturity assessments and share results with action plans.
- Conduct predictive analysis for performance, productivity, and process improvement suggestions.
Change Enablement (BCM):
- Understand the challenges users face adapting to new digital technologies and ways of working.
- Conduct workshops, interviews, surveys, focus group studies, and other engaging activities across the customer’s organization to collect and analyze user behavior data.
- Define and track adoption metrics across multiple initiatives in a program by analyzing tool usage data, monitoring end-user adoption, and devising adoption campaigns that include key learning objectives and change management activities.
- Implement change strategies and plans for multiple engagements that can cross-functional boundaries.
Customer Experience (CX):
- Onboard client's teams to the CX Program by conducting in-depth Customer Learning sessions, CX Maturity Assessments, and Voice of the Customer analysis.
- Design, conduct, and evaluate studies to identify key customer interactions that need attention or improvement, documenting requirements.
- Develop personas, journey maps, and other tools to lead teams through problem-solving of complex business and technical challenges that directly impact the customer experience.
Practice Development:
- Publish best practices, case studies, white papers, and success stories.
- Establish an Innovation Council and identify opportunities for innovation, experience tools, and optimization.
Benefits
- A supportive, diverse, and global team with a brilliant culture.
- Competitive compensation and benefits various insurances like 20 Days Annual Leaves Medical Insurance, Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
- Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.
- Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few.
- To know more about us visit – www.hcltech.com
