Service Delivery Manager

We are a $13+ billion global technology company, home to more than 224,000 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.

HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.

It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.

Here is an opportunity is to be part of HCL Technologies

Job Title: Service Delivery Manager

Job Brief:

We are seeking a Service Delivery Manager to join our team. The ideal candidate will be responsible for managing all aspects of our service delivery, ensuring high customer satisfaction, and maintaining service levels.

Responsibilities:

• Manage Service Delivery: Oversee the delivery of services to clients, ensuring they meet agreed service level agreements (SLAs) and operational level agreements (OLAs).
• Client Relationship Management: Develop and maintain strong relationships with clients, handling their expectations and resolving any issues promptly.
• Service Improvement: Identify and rectify service delivery issues, conduct root cause analysis, and implement service improvement plans.
• Team Leadership: Lead and manage service delivery teams, ensuring they are adequately trained and resourced.
• Reporting: Prepare and present regular and accurate reports to stakeholders on service performance.
• Compliance: Ensure compliance with company policies, procedures, and health and safety regulations.
• Collaboration: Work closely with sales, marketing, and other departments to drive service sales and profitability.

Qualifications:

• Proven experience as a Service Delivery Manager or in a similar role.
• Strong understanding of service delivery processes and procedures.
• Excellent leadership and customer management skills.
• Strong problem-solving abilities.
• Excellent verbal and written communication skills.
• Ability to manage and lead teams.
• BSc degree in Business Administration or a relevant field.

Skills:

• Service Management: Deep understanding of service management principles and best practices.
• Client Relationship Management: Strong interpersonal and communication skills to build and maintain client relationships.
• Leadership: Ability to guide and motivate team members.
• Project Management: Strong skills in planning, organizing, and coordinating resources and timelines.
• Problem-Solving: Adept at analyzing complex situations and proposing effective solutions.

Benefits

• A supportive, diverse and global team with a brilliant culture.
• Competitive compensation and benefits that includes 20 days’ vacation per year, various insurances like Term life, AD &D and Business Travel insurance. These are apart from the statutory benefits applicable in the country.
• Great opportunities to make the role your own, upskill yourself and get involved with exciting projects
• Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Sparks – Engagement Champion to name a few.