We are a $13 billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products. HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark. We embrace diversity and equality in the workplace. It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled. Role definition The Transformation Lead role is a critical role in our organization. This is an ideal opportunity to participate in an organization’s transformation 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 the 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 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 Support and Mentoring Team as per project needs on Technical tools, Operational Processes & Procedures. 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. 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 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.) 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. Continue to review the ongoing deployment progress and ensure compliance with program timelines. 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 Mandatory Skills and Certification: Working knowledge and understanding of Service Management tools. Understanding of ITIL framework Extensive Experience of EUC & Service Desk and Onsite manager experience. Strong Leadership, People & Customer relationship skills and drive to push things within and outside the system. 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% Benefits 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