At a Glance
- Tasks: Lead service delivery, manage customer relationships, and drive performance improvements.
- Company: Join a $13+ billion global tech leader with a startup mindset.
- Benefits: Competitive salary, diverse culture, and opportunities for personal growth.
- Other info: Be part of a dynamic team focused on total wellbeing and social impact.
- Why this job: Make a real impact while working on exciting projects in a supportive environment.
- Qualifications: 12+ years in service delivery management with strong communication skills.
The predicted salary is between 70000 - 90000 £ per year.
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.
Responsibilities:
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
- Excelling in the customer relationship.
- Developing a deep understanding of projects to gain insights into the scope of service delivery.
- Monitoring and managing all the contractually in‑scope work.
- Maintaining high performance levels for service‑related processes, and implementing improvement activities wherever necessary.
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post‑incident reviews.
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
- Analyzing third‑party as well as internal processes, and creating strategies for service delivery optimization.
- Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades.
- Providing accurate and regular reports to the management on performance of the service delivery.
- Leading personnel management, including staff recruitment, performance assessment, training, and mentoring.
- Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.
Requirements:
- Proven hands‑on experience of 12+ years as Service Delivery Manager.
- Operational ability to handle technical discussions across domains, including but not limited to Workplace, Cloud & Compute, Cybersecurity, Gen AI etc.
- Excellent verbal and written communication skills in English and French.
- Proficiency in leading both physical and virtual teams.
- Experience in dealing with third‑party‑provided services.
- Operational ability in a diverse, large‑scale environment.
- Exceptional customer‑facing skills.
- In‑depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
- Mastery of ITIL (Information Technology Infrastructure Library) principles.
- Expertise in people management and leadership.
- Strong organizational skills.
- Capacity to train and guide junior team members.
- Ability to manage and prioritize tasks efficiently.
- Solid resource planning and problem‑solving skills.
- Readiness to demonstrate a proactive attitude.
A supportive, diverse and global team with a brilliant culture. 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 likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few.
To know more about us visit www.hcltech.com.
SME - Desk Side Services employer: HCLTech
HCLTech is an exceptional employer that fosters a vibrant and inclusive work culture, where innovation thrives and every employee is encouraged to find their spark. With a strong focus on total wellbeing, employees benefit from numerous growth opportunities, engaging projects, and the chance to make a meaningful impact through various councils and initiatives. Join us in a dynamic environment that values your contributions and supports your professional journey in the ever-evolving tech landscape.
StudySmarter Expert Advice🤫
We think this is how you could land SME - Desk Side Services
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what HCLTech values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges HCLTech might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at HCLTech!
✨Direct Apply to HCLTech
Let's not forget to apply directly through the HCLTech website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace SME - Desk Side Services
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at HCLTech.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at HCLTech. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at HCLTech
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
