{"id":2616924,"url":"https://alion.io/job/hcltech-group-operations-manager-6","title":"Group Operations Manager","company":{"id":225,"name":"HCLTech","domain":"hcltech.com","url":"https://alion.io/company/hcltech","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Management","role_family":"Management","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Stockholm, 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environment.\nExposure to Digital Employee Experience, endpoint analytics, virtual agents, GenAI, proactive support, and service automation is preferred.\nPreferred profile: customer-focused, commercially aware, data-driven, and able to balance user experience, service stability, security, cost, and continuous improvement.\nKey Responsibilities\nOwn the service strategy, scope, roadmap, lifecycle, service catalogue, operating model, and agreed business outcomes.\nAct as the single point of accountability for customer commitments, service performance, material risks, escalations, and improvement priorities.\nDefine and govern SLAs, KPIs, experience measures, reporting, service reviews, and corrective actions, including CSAT, First Contact Resolution, response times, backlog, quality, and ticket-volume trends.\nEnsure effective delivery across phone, chat, email, self-service, chatbot, and remote-support channels, with consistent multilingual and global coverage where applicable.\nHold operational teams, resolver groups, and suppliers accountable for stable delivery, effective handoffs, end-to-end ticket ownership, and timely escalation.\nOwn the Continual Service Improvement roadmap, including shift-left, knowledge management, self-service, automation, AI-enabled support, proactive remediation, and avoidable-demand reduction.\nOwn the service financial baseline, budget, forecast, run costs, productivity commitments, business cases, and commercial change requests.\nMaintain oversight of service risks, security, privacy, audit, resilience, lifecycle, and vulnerability requirements, ensuring clear mitigation plans and ownership.\nApprove service readiness for new or changed capabilities, ensuring operational acceptance, knowledge transfer, training, capacity, support models, reporting, and hypercare are in place.\nWork closely with customer stakeholders, Service Operations, Service Level Management, Digital Workplace, technical teams, architects, process owners, finance, commercial teams, and third-party suppliers.\nSkill Requirements\nStrong experience in IT Service Management, Service Desk/Remote Support, or comparable managed services.\nProven ownership or governance of an enterprise-scale service with customer, operational, financial, supplier, and risk responsibilities.\nStrong knowledge of ITIL practices, including incident, request, problem, change, knowledge, service level, supplier, and continual improvement management.\nExperience in global, multilingual, multichannel, and multi-vendor or SIAM environments.\nPractical understanding of Service Desk operations, workforce and capacity management, quality assurance, knowledge-led support, self-service, automation, and shift-left.\nExperience with ITSM platforms such as ServiceNow and with service-performance dashboards, reporting, and trend analysis.\nStrong financial and commercial acumen covering budgets, forecasts, unit costs, productivity, business cases, and scope 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