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.
Job Title - Service Delivery Manager
Language-Swiss German
Responsibilities
Role Summary
The Service Delivery Manager (SDM) is responsible for end‑to‑end IT service delivery, ensuring services are delivered in line with SLAs, KPIs, and contractual commitments, while maintaining operational stability and customer satisfaction. This role acts as the single point of ownership for service delivery and escalations, coordinating across internal teams, customers, and stakeholders.
Key Responsibilities
* Service Delivery Management
* Own and manage day‑to‑day IT service delivery operations across applications, infrastructure, or end‑user services.
* Ensure delivery meets agreed SLAs, quality standards, timelines, and budgets.
* Monitor service performance and drive continuous improvement initiatives.
2. Stakeholder & Client Management
* Act as the primary point of contact for customers and internal stakeholders.
* Conduct governance meetings (weekly/monthly reviews).
* Review SLA performance.
* Discuss risks and issues.
* Plan improvements and future road map.
* Ensure effective communication Swiss German candidate, reporting, and escalation management.
3. Incident & Problem Management
* Act as the Incident Commander for critical (P1/P2) incidents ensuring quick resolution and minimal business impact.
* Manage issue escalation and resolution processes across teams.
* Conduct root cause analysis and drive preventive actions.
4. Project & Delivery Governance
* Develop and maintain project plans, delivery schedules, and execution strategies.
* Track progress and report delivery status to leadership and customers.
* Ensure alignment with contractual obligations and delivery framework.
5. Team & Resource Management
* Lead cross‑functional teams across onsite/offshore delivery mode.
* Drive team productivity, training, and capability building.
* Coordinate with internal groups (Quality, HR, Finance, etc.) for smooth delivery operations.
6. Performance, Metrics & Reporting
* Define and track service metrics, KPIs, and SLA adherence.
* Produce regular performance reports and dashboards.
* Identify trends and drive efficiency improvements.
7. Risk, Compliance & Financial Management
* Manage risks, dependencies, and mitigation plans.
* Ensure compliance with ITIL processes, governance frameworks, and contracts.
* Oversee billing, invoicing, and cost control (where applicable).
Core Skills
* Strong IT Service Management (ITSM) knowledge (preferably ITIL‑aligned).
* Expertise in incident, problem, and change management.
* Excellent stakeholder and customer management skills.
* Strong communication and presentation abilities.
Leadership & Behavioral Skills
* Ability to lead global, cross‑functional teams.
* Strong decision‑making and problem‑solving capabilities.
* High level of ownership, accountability, and crisis management.
Qualifications & Experience
* Bachelor’s degree in Computer Science, IT, or related field.
* Typically 10–15+ years of IT experience, including service delivery roles.
* Experience managing enterprise‑scale IT services or managed services engagements.
Preferred certifications
* PMP / PRINCE2 / Agile (optional but valuable).
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