Senior Administrator Program & Project Management

Job description

Service Offering Manager – FactoryPlace Practical knowledge of endpoint and device management platforms Experience with Microsoft SCCM / MECM environments Familiarity with Microsoft Intune for modern device management Exposure to SOTI MobiControl or similar industrial mobility solutions General awareness of endpoint tooling integration within production environments Key Responsibilities Define, maintain, and evolve FactoryPlace service offerings, catalogue items, and support scopes aligned with production and R&D use cases Ensure correct usage of service offerings in tools to prevent misrouting and inaccurate reporting Structure lifecycle management for client models, OS variants, and hardware certification flows Drive improvements in lead times, SLA adherence, and overall service predictability Implement differentiated handling models (production-critical, standard, engineering-grade requests) Identify, prioritize, and drive automation and standardization of high-volume or recurring requests Act as cross-functional integrator across operations, support teams, architects, and tooling teams Ensure visibility and prioritization of dependencies across incidents, problems, lifecycle, and changes Improve support quality, ownership, and ticket hygiene across all support levels Provide structured governance input and translate transformation initiatives into measurable improvements Skill Requirements Strong ITSM / ITIL expertise across incident, problem, change, and service lifecycle management Proven ability to manage services in business-critical or production environments Strong analytical capability to interpret service data, KPIs, and user feedback Structured approach to backlog management, prioritization, and dependency tracking Ability to translate high-level objectives into actionable and executable plans Strong focus on automation, standardization, and operational efficiency Ability to define and validate realistic, usable automation solutions with technical teams Excellent stakeholder communication and facilitation across technical and business teams Clear, factual, and executive-level communication style suited for governance forums Leadership ability to drive initiatives across distributed and matrix organizations Other Requirements Proven experience in Digital Workplace / End User Services environments Exposure to industrial, manufacturing, logistics, or R&D service environments preferred Experience working in high-availability, tightly controlled service environments Understanding of services embedded in production systems and operational workflows Experience supporting or driving transformation initiatives (automation, offshoring, tooling changes) Ability to operate across run, change, and improvement without impacting service stability Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 223,000 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. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. 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