Join HCLTech, one of the fastest-growing large tech companies globally, committed to innovation and progress with over 222,000 professionals across 60 countries. We are seeking a passionate and experienced Senior Solution Architect specializing in Manhattan WMOS to enhance customer loyalty experiences.
Position ID: 35880
Position Type: Full-time
Location: Dallas Texas or San Francisco, CA, Pleasanton, CA, Frisco Texas, Santa Clara, CA
Your Impact:
In this role, you will:
• Manage the complete service delivery process, ensuring it aligns with client objectives and expectations.
• Design solutions and conduct Proof of Concept (POC) testing to validate business requirements against existing solutions.
• Lead a team of skilled professionals, providing mentorship and guidance to support their growth.
• Establish and maintain service level agreements (SLAs) and key performance indicators (KPIs) to assess service delivery effectiveness.
• Conduct regular service reviews with clients to identify improvement opportunities.
• Implement continuous improvement initiatives to enhance workflows and client satisfaction.
• Act as the primary contact for client escalations, ensuring timely issue resolution.
• Collaborate with cross-functional teams to guarantee accurate service delivery and swiftly address issues.
• Analyze service performance data to highlight trends and opportunities for enhancements.
• Build strong client relationships, acting as a key point of contact for service-related inquiries.
What You Bring:
The ideal candidate will have:
• 12+ years of experience in service delivery management or similar roles.
• A proven history of managing service delivery for enterprise clients.
• A robust understanding of the ITIL framework and best practices in service management.
• Exceptional communication and interpersonal skills for building relationships with clients and stakeholders.
• Strong analytical skills, with the ability to derive insights from data.
• Excellent verbal and written communication capabilities.
• The ability to work collaboratively in a team-focused environment.
• A successful track record in leading and managing large teams.
Preferred Skills:
• Experience with 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 Systems, particularly Manhattan WMOS and SCI.
• Excellent understanding of integration development and Transportation Management Systems.
• Proficiency in service management software and tools.
• Strong analytical skills, with experience in data analysis and reporting.
• Familiarity with cloud services and infrastructure.
Bonus Points For:
• MIF, Integration, WCS, PL, SQL, Functional Testing.
Why HCLTech?
• Here, you'll find a collaborative, innovative team culture.
• We offer competitive compensation and benefits.
This position qualifies for benefits including health insurance, paid time off (PTO), and 401(K). Compensation will be based on skills, experience, and educational background.
Your Growth Journey:
At HCLTech, we believe in continuous growth. We provide opportunities for professional development and transparent communication with leadership, empowering you to explore various roles and discover what ignites your passion.
Equality & Opportunity for All:
We embrace diversity across 165 nationalities and are committed to being an equal opportunity employer, offering equal employment opportunities to all qualified applicants regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability, genetic information, military status, or any other protected classification in accordance with applicable laws.
