Gautam Buddha Nagar, Uttar Pradesh
Job Summary
Job Summary : The Operations Manager is the onsite delivery owner for HCLTech’s engagement at CNR, accountable for the day-to-day running of all technical tracks delivered on the account – including Service Desk, Deskside Support (DSS), Remote Desktop Support (RDS), Global Access Management (GAM), Cybersecurity, Digital Workplace (DWP), Microsoft and Networking – operating from CNR premises on CNR-provided infrastructure and telephony. The role carries end-to-end ownership of service performance, SLA/KPI adherence, incident/problem/change management, proactive risk identification, and consistent, transparent communication with CNR stakeholders across every track. This is a client-facing leadership position where confidence, ownership and a strong understanding of CNR’s end-to-end IT infrastructure are critical to sustaining and growing the engagement.
Job Responsibilities : Key Responsibilities Service Delivery & Operations Ownership • Own end-to-end delivery for all tracks within the account, acting as the single point of accountability for on-floor operations. • Ensure incidents and service requests are resolved within prescribed SLA/KPI limits, and escalate appropriately when thresholds are at risk. • A key expectation of this role is to manage cross-functional alignment across Service Desk, DSS, RDS, GAM, Cybersecurity, DWP, Microsoft and Networking teams, including shared-service resources, to ensure consistent ownership, accountability and service quality for the CNR account. • Provide end-to-end ownership of incident coordination and management of all service requests, including logging, tracking and reporting in the ITSM system. • Oversee hands-and-feet / touch services, new-joiner device readiness, and leaver equipment uplift/reimage in coordination with the Hardware Asset Manager. SLA, Incident, Problem & Change Governance • Drive strong incident, problem and change management disciplines, ensuring controlled change, root-cause resolution and minimal recurrence. • Maintain SLA adherence and delivery quality across all in-scope towers, owning corrective actions on any breach. • Coordinate L2/L3 issue handling in the queue and manage escalation flow to CNR, vendors, or OEMs as per the agreed escalation matrix. Proactive Risk & Monitoring • Proactively identify operational risks (e.g., resource coverage across floors, VIP/P1 support, peak-load and leave-gap risks) and put mitigation plans in place before they impact service. • Ensure proactive monitoring and timely resolution, with early warning to stakeholders on emerging issues. Stakeholder Management & Communication • Provide consistent, transparent communication to CNR stakeholders during incident response and BAU, advising on progress and workarounds. • Represent HCLTech in the CNR governance cadence – weekly operations meetings, fortnightly/monthly service reviews and Quarterly Business Reviews – presenting service performance, backlog, action lists and improvement plans. • Build strong working relationships with CNR’s Head of IT, Team Leads and end-user community, reinforcing delivery confidence ahead of the BAU renewal. Team & Resource Management • Lead, mentor and manage the onsite DSS/Service Desk team, ensuring adequate coverage across all CNR floors and language-support groups for the 350+ user base. • Manage rosters, leave/backfill planning and workload balancing to protect SLA and VIP/P1 support. Continuous Improvement • Drive service improvement, automation and upsell opportunities across tracks (Cybersecurity, DWP, Microsoft, Networking) in support of the upcoming BAU renewal.
Key Responsibilities
Skill Requirement : Must-Have • Proven IT Service Delivery / Operations Management experience in a managed-services or outsourced environment. • Strong command of ITIL processes – Incident, Problem, Change, Request and Knowledge Management. • Solid understanding of End-User / Digital Workplace infrastructure (endpoints, Intune/MDM, M365, service desk tooling, ITSM platforms). • Demonstrated SLA/KPI governance and reporting capability. • Excellent stakeholder management, executive communication and client-facing presence. • Strong ownership mindset, proactive risk identification and issue-resolution orientation. Good-to-Have • ITIL Foundation (or higher) certification. • Experience managing multi-location / multi-shift deskside teams. • Exposure to media/broadcast or news-industry IT environments. • Working knowledge of MS Intune, Defender, and endpoint compliance management.
Other Requirement : • Mandatory 5-day work-from-CNR-office at the Max House, Okhla location; hybrid is not applicable for this role. • Willingness to meet the client for a pre-deployment introduction as part of the selection process. • Background checks as per HCLTech and CNR/MSA requirements.
Skill Requirements
Job Description : Job Description\\\\r\\\\nOperations Manager – Digital Workplace Services (Onsite)\\\\r\\\\nHCLTech | Client Account: Collective Newsroom (CNR)\\\\r\\\\n\\\\r\\\\nRole Title Operations Manager – Digital Workplace Services (Onsite)\\\\r\\\\nReports To Service Delivery Manager (Offshore)\\\\r\\\\nWork Location CNR Office – 1st & 2nd Floor, Tower C, Max House, Okhla Industrial Estate Phase 3 Road, Okhla Phase III, New Delhi – 110020\\\\r\\\\nWork Model Work from client office – all working days (5 days a week). Hybrid not applicable.\\\\r\\\\nBand / Level E3 (Manager)\\\\r\\\\nExperience 10–14 years in IT Service Delivery / IT Operations Management\\\\r\\\\nRole Summary\\\\r\\\\nThe Operations Manager is the onsite delivery owner for HCLTech’s engagement at CNR, accountable for the day-to-day running of all technical tracks delivered on the account – including Service Desk, Deskside Support (DSS), Remote Desktop Support (RDS), Global Access Management (GAM), Cybersecurity, Digital Workplace (DWP), Microsoft and Networking – operating from CNR premises on CNR-provided infrastructure and telephony. The role carries end-to-end ownership of service performance, SLA/KPI adherence, incident/problem/change management, proactive risk identification, and consistent, transparent communication with CNR stakeholders across every track. This is a client-facing leadership position where confidence, ownership and a strong understanding of CNR’s end-to-end IT infrastructure are critical to sustaining and growing the engagement.\\\\r\\\\nKey Responsibilities\\\\r\\\\nService Delivery & Operations Ownership\\\\r\\\\n• Own end-to-end delivery for all tracks within the account, acting as the single point of accountability for on-floor operations.\\\\r\\\\n• Ensure incidents and service requests are resolved within prescribed SLA/KPI limits, and escalate appropriately when thresholds are at risk.\\\\r\\\\n• A key expectation of this role is to manage cross-functional alignment across Service Desk, DSS, RDS, GAM, Cybersecurity, DWP, Microsoft and Networking teams, including shared-service resources, to ensure consistent ownership, accountability and service quality for the CNR account.\\\\r\\\\n• Provide end-to-end ownership of incident coordination and management of all service requests, including logging, tracking and reporting in the ITSM system.\\\\r\\\\n• Oversee hands-and-feet / touch services, new-joiner device readiness, and leaver equipment uplift/reimage in coordination with the Hardware Asset Manager.\\\\r\\\\nSLA, Incident, Problem & Change Governance\\\\r\\\\n• Drive strong incident, problem and change management disciplines, ensuring controlled change, root-cause resolution and minimal recurrence.\\\\r\\\\n• Maintain SLA adherence and delivery quality across all in-scope towers, owning corrective actions on any breach.\\\\r\\\\n• Coordinate L2/L3 issue handling in the queue and manage escalation flow to CNR, vendors, or OEMs as per the agreed escalation matrix.\\\\r\\\\nProactive Risk & Monitoring\\\\r\\\\n• Proactively identify operational risks (e.g., resource coverage across floors, VIP/P1 support, peak-load and leave-gap risks) and put mitigation plans in place before they impact service.\\\\r\\\\n• Ensure proactive monitoring and timely resolution, with early warning to stakeholders on emerging issues.\\\\r\\\\nStakeholder Management & Communication\\\\r\\\\n• Provide consistent, transparent communication to CNR stakeholders during incident response and BAU, advising on progress and workarounds.\\\\r\\\\n• Represent HCLTech in the CNR governance cadenc
Other Requirements
weekly operations meetings, fortnightly/monthly service reviews and Quarterly Business Reviews – presenting service performance, backlog, action lists and improvement plans.\\\\r\\\\n• Build strong working relationships with CNR’s Head of IT, Team Leads and end-user community, reinforcing delivery confidence ahead of the BAU renewal.\\\\r\\\\nTeam & Resource Management\\\\r\\\\n• Lead, mentor and manage the onsite DSS/Service Desk team, ensuring adequate coverage across all CNR floors and language-support groups for the 350+ user base.\\\\r\\\\n• Manage rosters, leave/backfill planning and workload balancing to protect SLA and VIP/P1 support.\\\\r\\\\nContinuous Improvement\\\\r\\\\n• Drive service improvement, automation and upsell opportunities across tracks (Cybersecurity, DWP, Microsoft, Networking) in support of the upcoming BAU renewal.\\\\r\\\\nSkills & Competencies\\\\r\\\\nMust-Have\\\\r\\\\n• Proven IT Service Delivery / Operations Management experience in a managed-services or outsourced environment.\\\\r\\\\n• Strong command of ITIL processes – Incident, Problem, Change, Request and Knowledge Management.\\\\r\\\\n• Solid understanding of End-User / Digital Workplace infrastructure (endpoints, Intune/MDM, M365, service desk tooling, ITSM platforms).\\\\r\\\\n• Demonstrated SLA/KPI governance and reporting capability.\\\\r\\\\n• Excellent stakeholder management, executive communication and client-facing presence.\\\\r\\\\n• Strong ownership mindset, proactive risk identification and issue-resolution orientation. Good-to-Have\\\\r\\\\n• ITIL Foundation (or higher) certification.\\\\r\\\\n• Experience managing multi-location / multi-shift deskside teams.\\\\r\\\\n• Exposure to media/broadcast or news-industry IT environments.\\\\r\\\\n• Working knowledge of MS Intune, Defender, and endpoint compliance management.\\\\r\\\\nQualifications\\\\r\\\\n• Bachelor’s degree in IT, Computer Science, Engineering or related discipline (Postgraduate/MBA preferred).\\\\r\\\\n• 10–14 years of relevant experience, with at least 3–5 years in an operations/delivery leadership role.\\\\r\\\\nOther Requirements\\\\r\\\\n• Mandatory 5-day work-from-CNR-office at the Max House, Okhla location; hybrid is not applicable for this role.\\\\r\\\\n• Willingness to meet the client for a pre-deployment introduction as part of the selection process.\\\\r\\\\n• Background checks as per HCLTech and CNR/MSA requirements.\\\\r\\\\n
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