Transformation Lead - DWP

The Transformation Lead role is a critical role in our organization. This is an ideal opportunity for someone who is motivated by an opportunity to participate in an organization's transformation growth of systems, infrastructure and end user support model. We are looking for an individual who has the technical skills and intellectual capability to lead through this change in collaboration with different teams and drive and desire to grow with a business. Critical for success is the ability to oversee the tools, technology, process and people transformation, while keeping customer and user experience at it's core.

Expected qualification and critical experiences -

• Lead the design of automation model by utilizing end-point tooling data, implementing best practices, optimizing business processes, creating new operating model and training end-users to bring the culture change


• Implement global workplace transformation solution by using a mix of analytical solution and problem management process to proactively monitor and initiate problem resolutions


• Implement AV (Audio/Video) Operating Model across the globe by using innovative solutions, AR/VR capability to enable smart hand and offshore/nearshore/onshore support model, leading to increase in incident resolution, improving FCR, reducing MTTR


• Focus on Shift Left, self help and self heal, proactive and predictive resolutions with use of tools and technology


• Operationalize a self-healing/self-servicing digital solution using RPA that assists employees to resolve most of the system and application issues without assistance from the IT support team


• Setup a council to drive adoption of automation, remotisation, and standardization


• Support and Mentoring Team as per project needs on Technical tools, Operational Processes & Procedures.


• Share and Identifying improvement areas & implementing measures to maximize customer satisfaction levels.


• Defining new process and procedure for operations.


• Strong Process knowledge ITIL V-3, along with experience in certification of IT & Security certifications like ISO 20 / 27 K Certifications etc.


• 3rd Party Vendor Management & Contract Negotiation Skills & Experience.


• Ensure and develop relationship with customers, stakeholders with high satisfaction level


• Liaison between business leaders and senior management to drive program/ projects budget at strategic level


• Drive overall governance of the Tools Deployment function by Technical Project management and Coordination, leading Project and Functional discussions with Client/HCL internal IT Executives, IT SMEs, and End Users during (as appropriate):


• Solution Defense & Business Case Presentations


• Tool Capability and Enhancement Demos


• Due Diligence, Planning & Design


• Own and Govern Security Review & System Testing in conjunction with Technical Architects.


• UAT and Deployment


• Post Deployment Hyper-Care


• Value Realization & ROI discussions


• Governance of the projects from initiation activities, milestones, dependencies, effort mapping, pre-requisite, deployment plan, and RAID log until completion


• Governing and driving the overall deployment (integration, governance, resources, deployment checklist validation)


• Create Tool-specific templates, including SOW (Project Definition, Scope, Business benefits, assumptions, dependencies, Infra requirements, Procurement & Implementation timelines, Commercials, and resources requirements, etc.)


• An organized self-starter and go-getter, collaborate with all stakeholders for project planning and execution and participate in new project transitions.


• Committed & meet project deliverables, timelines, and costs.


• Work closely with the product management teams on solution definition, proposal / SOW review, solution walkthrough, etc.


• Develop and update artifacts for Security Compliance review processes and compliance.


• Adjust the solution/Plans and documentation activities according to the customer.


• Formalized User Acceptance Testing sessions, including remediation to technical design, if required


• Continue to review the ongoing deployment progress and ensure compliance with program timelines.


• Ensure the successful handover to operations / steady team post-deployment hyper-care period.


• Create custom dashboard, reports, and presentations for executive reviews


• Coordinate resolution of technical escalations associated with deployed products under the scope of the team and work closely with Architects and SMEs


• Continue to enhance your own learnings and skills to handle additional/new tools in the scope


• Nurture, train, and coach new resource(s) in the team on an ongoing basis
  
  The Transformation Head profile will be a senior profile who will need to manage IT transformations end to end.


• Working knowledge and understanding of Systrack tool.


• Ability to interact with CIO / Infrastructure director


• Understanding of ITIL framework


• Preferably 10+ years plus of Industry experience


• Atleast 8+ years of EUC experience


• Strong Leadership, People & Customer relationship skills and drive to push things within and outside the system.


• Degree in Computer Science, Engineering or Information Technology or equivalent.


• Minimum of 10 years of IT EUC experience


• Demonstrated success with unit-based application planning and development, project management and policy development.


• Excellent analytical, planning, project management, problem-solving, negotiation and organizational skills.


• Excellent knowledge of product life cycle, tools, processes and operations planning.


• Excellent customer service capabilities and attitude.


• Must be able to travel as needed, sometimes as much as 10%
  
  A supportive, diverse and global team with a brilliant culture.


• Competitive compensation and benefits that includes up to 20 days' vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.


• Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.


• Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks - Engagement Champion to name a few.


• To know more about us visit - www.hcltech.com


Job Types: Full-time, Permanent

Pay: £80,000.00-£90,000.00 per year

Benefits:

• Company pension


• On-site parking


• Work from home


Supplemental pay types:

• Performance bonus