Senior Solutions Architect - Manhattan Warehouse Management

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 226,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.

Job ID: 35880

Position Type: Full-time

Location: Dallas Texas or San Francisco, CA, Pleasanton, CA, Frisco Texas, Santa Clara, CA

Are you passionate about creating impactful customer loyalty experiences? We re looking for a Service Delivery Manager with strong expertise in MH and WMOS.

What You ll Do

Oversee the end-to-end service delivery process, ensuring alignment with client expectations and business objectives
Working on Solution Designing and Proof of Concept (POC) testing for validating the scope and feasibility of business requirements within the existing solution package
Lead a team of professionals, providing mentorship and guidance to enhance their performance and career growth
Develop and maintain service level agreements (SLAs) and key performance indicators (KPIs) to monitor service delivery effectiveness
Conduct regular service reviews with the clients addressing concerns and identifying opportunities for improvement
Implement continuous improvement initiatives to optimize service delivery workflows and enhance client satisfaction
Act as the primary point of contact for client escalations and ensure timely resolution of issues
Coordinate with cross functional internal teams to ensure timely and accurate service delivery, addressing any issues that arise
Gather and analyze service performance data to identify trends and opportunities for improvement
Build and maintain strong relationships with client, acting as a point of contact for service-related inquiries

What We re Looking For

12+ years of experience in service delivery management or related roles
Proven track record of successfully managing service delivery for enterprise-level clients
Strong understanding of ITIL framework and best practices in service management
Exceptional communication and interpersonal skills, with the ability to build relationships with clients and stakeholders
Ability to analyze data and generate insights to inform decision-making
Excellent verbal and written communication skills
Ability to work collaboratively in a team-oriented environment
Having a proven track record in leading and managing large teams
Preferred Skills
Experience in project management methodologies such as Agile or Scrum
Familiarity with service management tools and platforms
Relevant certifications, such as ITIL, PMP, or Six Sigma
Technical Skills
In depth knowledge of Warehouse Management System: Manhattan WMOS and SCI from Manhattan
Excellent understanding of integration development
In depth knowledge of Transportation Management Systems (generic)
Proficiency in service management software and tools
Strong analytical skills with experience in data analysis and reporting
Familiarity with cloud services and infrastructure
Strong understanding of ITIL framework

Bonus Points For

MIF, Integration, WCS, PL, SQL, Functional Testing

Why Join Us?

• Collaborative, innovative team culture.
• Competitive compensation and benefits.

In addition, this position qualifies for benefits like health insurance, paid time off (PTO), 401(K). Exact compensation may vary based on skills, experience, education, and/or to comply with federal or state law.

How You'll Grow

At HCLTech, we offer continuous opportunities for you to find your spark and grow with us. We want you to be happy and satisfied with your role and to really learn what type of work sparks your brilliance the best. Throughout your time with us, we offer transparent communication with senior-level employees, learning and career development programs at every level, and opportunities to experiment in different roles or even pivot industries. We believe that you should be in control of your career with unlimited opportunities to find the role that fits you best.

Equality & Opportunity for All

Representing 165 nationalities across the globe, we pride ourselves on being 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.