Track Manager - Program & Project Management at HCLTech · City of…

Job Summary

Serve as a key service delivery interface between HCLTech and Allianz central Service Desk, Workplace Services and relevant OE stakeholders. Build and maintain strong working relationships with customer stakeholders through regular service reviews, operational discussions and performance updates. Oversee end-to-end Service Desk service delivery across multiple Allianz Operating Entities, ensuring operational stability, service quality and adherence to agreed service levels. Manage customer expectations, service concerns, escalations and action plans, ensuring timely communication and resolution. Facilitate alignment between customer requirements, contractual commitments, operational capabilities and delivery priorities. Coordinate with Allianz central teams to evaluate new requests, assess operational feasibility and ensure appropriate governance before implementation. The requires to operate out of customer site, hence, prior experience of supporting Allianz or Allianz OE is required.

Key Responsibilities

Service Delivery Management • Own end-to-end Service Desk and Workplace Services delivery for assigned Allianz Operating Entities. • Ensure stable operations, service quality, customer satisfaction, and compliance with agreed SLAs and KPIs. • Monitor operational performance, service trends, incident volumes, and recurring issues, driving corrective and preventive actions. • Lead service reviews and operational governance meetings to assess service health, risks, opportunities, and improvement initiatives. • Ensure adherence to Allianz ITIL-based processes, service management standards, and contractual obligations Customer & Stakeholder Management • Serve as the key service delivery interface between HCLTech, Allianz Central Service Desk, Workplace Services teams, and Allianz Operating Entity stakeholders. • Build and maintain strong customer relationships through regular reviews, operational discussions, service updates, and executive reporting. • Manage customer expectations and maintain proactive communication regarding service performance, risks, and improvement initiatives. • Act as the primary escalation point for service-related issues and ensure timely resolution and stakeholder updates. • Support customer satisfaction programs and drive continuous improvement actions based on stakeholder feedback. Governance & Operational Alignment • Ensure alignment between customer requirements, contractual commitments, delivery capabilities, and business priorities. • Coordinate with Allianz central teams and operational towers to evaluate new service requests, operational impacts, resource requirements, and implementation readiness. • Facilitate governance reviews and approval processes before introducing new services, technologies, or operational changes. • Drive compliance with agreed operating models, governance frameworks, and change management processes. • Ensure risks, dependencies, and service impacts are identified, communicated, and managed proactively. Service Improvement & Transformation • Identify opportunities for automation, ticket reduction, process optimization, and enhanced end-user experience. • Drive service improvement plans and operational excellence initiatives across Service Desk and Workplace Services. • Analyze service trends and operational data to recommend improvements to efficiency, quality, and customer experience. • Support transformation initiatives, transition projects, and service enhancement programs across Allianz entities. • Promote standardization and adoption of best practices across operating entities. Incident, Escalation & Risk Management • Manage major service concerns, escalations, and operational risks until successful resolution. • Ensure appropriate coordination among resolver groups, Allianz central teams, and workplace service providers. • Provide executive communications during critical incidents and service disruptions. • Develop and track action plans for recurring issues and service improvement opportunities. • Ensure business continuity considerations are incorporated into service delivery activities. Reporting & Performance Management • Prepare and present operational and executive-level service reports. • Review SLA, KPI, CSAT, backlog, incident, request fulfilment, and performance metrics. • Conduct Monthly Service Reviews (MSRs), Quarterly Business Reviews (QBRs), and governance meetings. • Track commitments, action items, and service improvement initiatives through closure.

Skill Requirements

Functional Skills • Service Delivery Management • IT Service Management (ITSM) • Service Desk Operations • Workplace Services Management • Client Relationship Management • Governance & Compliance • Incident & Problem Management • Change Management • Risk Management • Vendor & Supplier Management • Continuous Service Improvement (CSI) • Performance & SLA Management Behavioural Skills • Executive Presence • Customer Focus • Stakeholder Management • Strategic Thinking • Negotiation & Influencing Skills • Decision Making • Conflict Resolution • Communication & Presentation Skills • Leadership & Team Collaboration

Other Requirements

Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration, or related discipline. • ITIL Foundation certification (mandatory). • ITIL Managing Professional or equivalent certifications preferred. • Project Management certification (PMP, PRINCE2, Agile) preferred. • Allianz Operating Entities and central Allianz service organizations experience.