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For Companies At a Glance
- Tasks: Lead service delivery, manage client relationships, and ensure high satisfaction levels.
- Company: Join HCLTech, a $13 billion global tech leader with a startup mindset.
- Benefits: Enjoy a permanent full-time role in London with opportunities for growth and innovation.
- Why this job: Be part of a dynamic team driving transformation in tech and making a real-world impact.
- Qualifications: Proven experience in service delivery management and strong leadership skills required.
- Other info: Ideal for those passionate about automation, AI, and client success.
The predicted salary is between 43200 - 72000 ÂŁ per year.
We are looking for The Integrated Service Delivery Lead
Below are details
Location: United Kingdom, Native
Experience: 20+ years in IT, with extensive exposure to customer projects across diverse domains.
Role Overview
The Integrated Service Delivery Lead will be responsible for managing and delivering complex end-to-end IT services across multiple technology towers (infrastructure, application) and business functions. This role demands strong leadership, strategic thinking, and the ability to engage with senior stakeholders, including CXO-level executives. The ideal candidate will have a proven track record of managing global delivery models, including offshore teams, and ensuring seamless integration of IT infrastructure and application services.
Key Responsibilities
- Service Delivery Management: Oversee end-to-end delivery of IT services across infrastructure and application support / development projects.
- Ensure adherence to SLAs, KPIs, compliance standards, and contractual commitments.
- Coordinate with cross‑functional delivery teams to resolve service issues and escalations in a timely manner.
- Monitor operational performance dashboards and proactively address service risks and deviations.
- Customer Stakeholder Engagement: Act as a trusted advisor to clients, engaging at CXO level to understand business objectives and align IT services accordingly.
- Conduct regular governance meetings (weekly, monthly, quarterly) including SLA reviews, operational updates, and strategic planning.
- Integrated Operations & Collaboration: Ensure smooth coordination between infrastructure and application teams for integrated solutions.
- Align and orchestrate multiple service towers (Apps, Infra, Cloud, DevOps, Cybersecurity, etc.) to deliver a unified customer experience.
- Global Delivery Model: Facilitate smooth collaboration between onsite, offshore, and nearshore teams.
- Governance & Compliance: Implement robust governance frameworks, SLAs, and compliance standards for service delivery.
- Continuous Improvement: Drive innovation and process improvements to enhance service efficiency and customer satisfaction; identify opportunities for operational optimization, automation / AI adoption, and cost optimization.
- Financial & Contractual Management: Track and manage delivery budgets, resource utilization, and productivity; support financial governance including forecasting, invoicing, and cost optimization; ensure compliance with MSAs, SOWs, and service delivery commitments.
Required Skills & Competencies
- Technical & Domain Skills: Strong understanding of IT service management frameworks; exposure to multi‑tower environments (cloud, infrastructure / servers, applications, networks, cybersecurity, and service desk); experience managing large, distributed delivery teams.
- Leadership & Management: Proven ability to lead large, diverse teams across geographies; strong experience in service delivery management, programme governance, and operational excellence.
- Customer Engagement: Exceptional communication, stakeholder management and presentation skills for CXO‑level interactions; strong problem‑solving, analytical and decision‑making skills; ability to translate technical solutions into business outcomes.
- Project & Service Management: Expertise in IT Service Delivery roles (ITIL processes, service transition, and operations); prior experience in managing enterprise‑level service delivery for global customers; experience working in managed services, outsourcing, or SI environments.
- Global Delivery Experience: Hands‑on experience working with offshore teams and distributed delivery models.
- Other Core Skills: Strategic thinking and problem‑solving; familiarity with contract management and commercial aspects; proficiency in tools like ServiceNow, Jira, MS Project.
Preferred Qualifications
- Bachelor’s degree (Engineering / Technology preferred)
- ITIL Expert or equivalent certification.
- PMP or PRINCE2 certification.
- Exposure to cloud platforms (Azure, AWS) and modern application architectures.
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Senior Service Delivery Manager employer: HCLTech
Contact Detail:
HCLTech Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Delivery Manager
✨Tip Number 1
Familiarise yourself with the latest automation platforms and AI solutions. Being able to discuss specific tools and your hands-on experience with them during interviews can set you apart from other candidates.
✨Tip Number 2
Prepare examples of how you've successfully managed client relationships in the past. Highlighting your ability to handle expectations and resolve issues will demonstrate your fit for the role.
✨Tip Number 3
Showcase your leadership skills by discussing your experience in managing service delivery teams. Be ready to share how you've motivated your team and ensured they are well-resourced.
✨Tip Number 4
Research HCLTech's recent projects and initiatives, especially those related to service delivery and customer satisfaction. This knowledge will help you align your answers with the company's goals during the interview.
We think you need these skills to ace Senior Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service delivery management, automation, and AI. Use specific examples that demonstrate your ability to meet SLAs and manage client relationships.
Craft a Compelling Cover Letter: Write a cover letter that reflects your understanding of the role and the company. Mention your passion for technology and how your previous experiences align with HCLTech's mission and values.
Showcase Leadership Skills: In your application, emphasise your leadership experience. Provide examples of how you've successfully led teams and managed service delivery, particularly in challenging situations.
Highlight Problem-Solving Abilities: Demonstrate your problem-solving skills by including specific instances where you've identified issues in service delivery and implemented effective solutions. This will show your proactive approach to challenges.
How to prepare for a job interview at HCLTech
✨Showcase Your Automation Experience
Be prepared to discuss your hands-on experience with automation programs and platforms. Highlight specific projects where you drove transformation changes, as this will demonstrate your capability to manage service delivery effectively.
✨Demonstrate Client Relationship Skills
Since client relationship management is crucial for this role, think of examples where you've successfully handled client expectations or resolved issues. This will show your ability to maintain strong relationships and ensure customer satisfaction.
✨Prepare for Problem-Solving Scenarios
Expect questions that assess your problem-solving abilities. Prepare to discuss complex situations you've faced in service delivery and how you approached them, including any root cause analysis and service improvement plans you implemented.
✨Exhibit Leadership Qualities
As a Senior Service Delivery Manager, you'll need to lead teams effectively. Be ready to share your leadership style and experiences, particularly how you've motivated and trained team members to achieve service delivery goals.
