Cluster Manager JD

Job Title: Cluster Manager Field Services (ITIL v4 Expert Certified)
Location: -
Experience Required: Minimum 10 years in managing Field Services in an ITO environment
Certification: ITIL v4 Expert Level

Job Summary:
We are seeking a dedicated and experienced Cluster Manager for Field Services to oversee and manage all HCL personnel delivering onsite support within an ITO environment. The ideal candidate will be ITIL v4 Expert certified and possess a strong background in field service operations, team leadership, and customer engagement.

Key Responsibilities:

• Lead and manage all Field Services personnel, including site leads, team leads, operations managers, workforce managers, and audit contacts.
• Maintain and submit documentation of Field Services roles and responsibilities for review and approval by Ascension Technologies Service Delivery Designee.
• Act as the primary liaison with Ascension Technologies Service Delivery Designee.
• Coordinate and oversee training sessions for Field Services personnel.
• Develop, manage, and distribute operational reports related to Field Services.
• Represent the Field Services team in customer-facing engagements.
• Collaborate with the HCL Cross-Functional Services Lead to ensure seamless service delivery.
• Participate in Change Advisory Board (CAB) meetings.
• Engage in Problem Management activities to drive continuous improvement.

Skills & Qualifications:

• Proven leadership in managing large field service teams in an ITO setting.
• Strong communication and stakeholder management skills.
• Deep understanding of ITIL practices and service delivery frameworks.
• Ability to drive operational excellence and continuous improvement.

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to for investigation.

A candidate s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.