Country Manager

HCLTech is a global leader in IT services, digital transformation, and technology solutions, serving over 250 Fortune 500 companies across 60 countries. Renowned for its culture of innovation and commitment to excellence, HCLTech empowers organizations with next-generation solutions in cloud, cybersecurity, digital workplace, and engineering services. The company’s values center around trust, integrity, and a customer-first approach, delivering measurable business outcomes. HCLTech has been consistently recognized for its industry leadership, social responsibility, and a diverse, inclusive workplace that fosters employee growth and advancement. Overview of the Role As the Workplace & Field Services Delivery Manager, you will play a pivotal role in overseeing the end-to-end service delivery, governance, and continuous improvement of onsite workplace and field service operations for our prestigious Allianz account. The role ensures operational stability, SLA compliance, and an outstanding end-user experience across all workplace locations. You will be instrumental in ensuring adherence to contractual and regulatory requirements, managing hardware lifecycle, driving ITSM governance, and optimizing vendor performance. This is a high-impact position critical to seamless IT operations and business continuity within the client’s enterprise environment. Detailed Responsibilities 1. Workplace Hardware & Asset Lifecycle Management
* Lead the entire hardware lifecycle, from demand intake, procurement, deployment, refresh, break/fix, reuse, to remarketing.
* Govern and maintain the device catalog (laptops, desktops, peripherals, mobile devices) adhering to technical, security, and architectural standards.
* Oversee device compliance, including firmware updates, standard imaging, and benchmarking.
* Manage order processing, logistics, delivery SLAs, and optimize inventory across multiple locations.
* Ensure accurate asset tracking, ownership, warranty, and compliance in ITSM and asset management systems.
* Drive proactive hardware refresh programs, preventive maintenance, and lifecycle planning with minimal business disruption.
* Implement secure data disposal, regulatory-compliant recycling, sustainability, and reuse initiatives. 2. Onsite Support & End User Computing (EUC) Service Delivery
* Lead onsite and deskside support operations, ensuring timely resolution of incidents and service requests within SLAs.
* Govern IMACD (Install, Move, Add, Change, Decommission) services across EUC, network, printing, telephony, Wi-Fi, and collaboration environments.
* Oversee end-user onboarding/offboarding processes, including device provisioning, imaging, migration, and decommissioning.
* Manage Walk-In Centers, premium desks, vending solutions, pack stations, and field services.
* Coordinate hands-and-feet support for network activities (LAN/WAN patching, troubleshooting, connectivity).
* Manage AGN-related services (VoIP, headsets, tokens, network components).
* Ensure meeting room and collaboration tool readiness for daily operations and critical events.
* Drive local language readiness, workforce capability development, shift planning, and coverage models. 3. ITSM, Governance & Service Management
* Own cross-functional ITSM governance over Service Desk, Onsite Support, and Hardware services.
* Ensure consistent execution of Incident, Problem, Change, Asset, Configuration, Capacity, and Availability management processes.
* Drive SLA governance, KPI tracking, dashboard reporting, and service quality monitoring.
* Participate in Change Advisory Board (CAB) meetings, supporting risk mitigation and release readiness.
* Lead Problem Management, Root Cause Analysis (RCA), Known Error management, and preventive actions.
* Ensure CMDB (Configuration Management Database) accuracy through regular audits and reconciliation.
* Drive customer satisfaction (CSAT) improvement initiatives and service quality enhancements.
* Lead continual service improvement (CSI), automation, and cost optimization projects.
* Support capacity planning, technology refresh, and lifecycle optimization strategies. 4. Vendor & Stakeholder Management
* Manage relationships with OEMs, logistics partners, onsite vendors, and third-party service providers.
* Track and enforce vendor SLAs, manage escalations, and drive performance improvement initiatives.
* Act as the primary interface for key stakeholders, including IT leadership, procurement, finance, asset management, and facilities teams. Skill Requirements Technical & Domain Expertise
* Deep understanding of enterprise workplace & EUC operations.
* Expertise in hardware lifecycle & asset management.
* Proficiency in ITIL/ITSM processes (Incident, Problem, Change, Asset, CMDB).
* Strong knowledge of network fundamentals (LAN/WAN/Wi-Fi/AGN) and onsite network operations.
* Experience with IMACD & Field Services Operations.
* Competence in vendor management & SLA governance.
* Hands-on experience with ITSM tools (e