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Job Summary : Provide strategic leadership, governance, and continual improvement for Service Desk operations, ensuring high service quality, SLA achievement, cost efficiency, and excellent end‑user experience across all support tiers.

Job Responsibilities : Own end‑to‑end Service Desk operations and performance (L1–L3 where applicable)\r\nAct as final escalation authority for critical service desk issues and customer concerns\r\nDefine and enforce Service Desk operating model, SOPs, and standards\r\nMonitor and improve SLAs, KPIs, CSAT, FCR, MTTR, and call/ticket volumes\r\nDrive incident reduction, shift‑left, and automation initiatives\r\nOversee major incidents from a service desk perspective in collaboration with Incident Management\r\nEnsure effective staffing, capacity planning, and skill management\r\nLead service reviews, operational governance, and leadership reporting\r\nManage vendor and third‑party Service Desk partners (if applicable)\r\nEnsure strong integration with Problem, Change, Knowledge, and SLM processes\r\nDrive knowledge management maturity and self‑service adoption\r\nCoach, mentor, and develop Service Desk Leads (L1/L2) and team managers

Skill Requirement : ITIL 4 Service Management (Service Desk / Incident / Request practices)\r\nStrong understanding of Service Desk metrics and performance models\r\nExperience with global, multi‑shift, multi‑language support environments\r\nITSM tools expertise (ServiceNow or equivalent)\r\nAutomation, self‑service, and experience‑led support models (UEO/DEX focus)

Other Requirement : Strategic thinking with operational execution\r\nStrong customer and executive stakeholder management\r\nCalm decision‑making under pressure\r\nContinuous improvement and transformation mindset\r\nPeople leadership and coaching capability

The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.

Key Responsibilities

1. Lead Process Management Initiatives By Implementing Itil Best Practices And Optimizing Bmc Remedy And Ca Service Desk Workflows To Enhance Service Delivery And Operational Efficiency.
2. Analyze Client Requirements And Ensure The Support Team Delivers Exceptional Service Aligned With Client Expectations While Identifying Areas For Improvement.
3. Mentor And Guide Project Teams, Fostering Transparent Communication Of Project Goals, Timelines, And Responsibilities To Ensure Accountability And Performance Excellence.
4. Drive Innovation By Proposing New Ideas And Methodologies For Process Development, Leveraging Tools And Automation To Enhance Overall Organizational Progress.
5. Develop And Implement Data-Driven Solutions Tailored To Customer Needs, Utilizing Servicenow To Streamline Service Requests And Improve Response Times, Ultimately Achieving Positive Business Outcomes.

Skill Requirements

1. Strong Understanding Of Itil Framework And Process Management Principles.
2. Proficiency In Servicenow (Snow) Administration And Support.
3. Familiarity With Bmc Remedy, Ca Service Desk, And Avanti For Effective Service Management.
4. Excellent Problem-Solving And Analytical Skills To Enhance Operational Systems.
5. Strong Leadership Capabilities With A Focus On Team Empowerment And Development.

Other Requirements

Job Description : SLA and service availability achievement\\\\r\\\\nCSAT / NPS scores\\\\r\\\\nFirst Contact Resolution (FCR)\\\\r\\\\nTicket volume and repeat incident reduction\\\\r\\\\nCost per ticket / productivity improvement\\\\r\\\\nKnowledge and self‑service adoption\\\\r\\\\nStakeholder satisfaction 1. Itil Certification (Optional But Valuable)
2. Servicenow Certified System Administrator (Optional But Valuable

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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 226,300 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 December 2025 totaled $14.5 billion.

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Work in Rotterdam – The Hague is collaborative effort between public entities, focused on facilitating the contact between companies with open positions located in our region and qualified international professionals. Our mission is to attract top talent to the Greater Rotterdam – The Hague area in the Netherlands and work together on creating a better, greener, smarter, cleaner and healthier world.