Senior 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.

Role- Senior service Delivery Director

Location- UK, London

Job Type – Onsite

Full Time Employment- Permanent

Job Title: Onsite Service Delivery Manager

Job Brief:

We are seeking an Onsite 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:

Automation Experience: –

• Have worked directly on Automation programs/ Delivery.
• Good experience on latest Automation platform and solutions.
• Have been able to drive the large transformation change in existing account/ customer.

AI Experience:-

• What solutions individual has recently worked or delivered
• Any experience on AI and Generative AI will be added advantage

Merger/ De-merger discussion: Any IT de-merger experience or merger experience

• 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.
• CSI: Accountable for the closure for all CSI related topics.
• Accountability for Customer : Accountable for the resolution of concerns, issues or escalations related to operations, projects and demands
• 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.
• Escalation Handling: First point of escalation for any concern, issues or escalation related to operations, projects and demands

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.