Track Lead - Program & Project Management (IN)

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