Service Delivery Manager (DFS)

Job description

The Service Delivery Manager (SDM) is responsible for the overall delivery of IT services to customers, ensuring SLA compliance, customer satisfaction, operational excellence, financial performance, and continuous service improvement. The role acts as the primary interface between the customer, internal delivery teams, vendors, and stakeholders, with accountability for service performance, risk mitigation, escalation management, and overall delivery governance. A summary of the key requirements is provided below: Proven experience in a Service Delivery Manager role within the IT industry. Experience in managing global service delivery operations. Build trust and relationship with Client to identify potential issues proactively and develop early warning system for HCL to mitigate issues before it reaches critical state Delivered stable and predictable service operations while consistently meeting contractual SLA commitments and customer satisfaction objectives. Be proactive in suggesting initiatives to increase the service offered to the client, including understanding how existing processes can be changed or improved to aid Customer business Successfully transformed challenged engagements into stable, trusted customer accounts through strong governance, execution discipline, and operational excellence. Drive significant cost optimization through workforce rationalization, productivity improvements, and cloud efficiency initiatives. Built and led high-performing delivery teams focused on service quality, accountability, and continuous improvement. Strengthened executive stakeholder relationships through proactive communication, risk management, and outcome-driven service delivery. Reduced operational risk by implementing robust Incident, Problem, and Change management practices. Enhanced audit readiness and compliance through disciplined process adherence and governance controls. Led large-scale transitions and transformation projects with minimal business disruption while maintaining service continuity. Ensure that the projects initiated by the customer are completed as per the agreed timelines, costs, etc. and relevant proposals are submitted within the stipulated timeframe. Determine IT operations service requirements by analyzing needs of users/departments; prioritizing modifications to core system applications; resolves organizational conflict; developing and implementing documentation requirements for problem resolution. Track and Manage performance of team members, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures Must have good People Management, Crises management and conflict management Bachelor’s degree in information technology, or a related field Strong leadership and people management skills. Excellent communication on and interpersonal skills. Strong analytical and problem-solving skills. Key Responsibilities The Service Delivery Manager (SDM) is responsible for the overall delivery of IT services to customers, ensuring SLA compliance, customer satisfaction, operational excellence, financial performance, and continuous service improvement. The role acts as the primary interface between the customer, internal delivery teams, vendors, and stakeholders, with accountability for service performance, risk mitigation, escalation management, and overall delivery governance. A summary of the key requirements is provided below: Proven experience in a Service Delivery Manager role within the IT industry. Experience in managing global service delivery operations. Build trust and relationship with Client to identify potential issues proactively and develop early warning system for HCL to mitigate issues before it reaches critical state Delivered stable and predictable service operations while consistently meeting contractual SLA commitments and customer satisfaction objectives. Be proactive in suggesting initiatives to increase the service offered to the client, including understanding how existing processes can be changed or improved to aid Customer business Successfully transformed challenged engagements into stable, trusted customer accounts through strong governance, execution discipline, and operational excellence. Drive significant cost optimization through workforce rationalization, productivity improvements, and cloud efficiency initiatives. Built and led high-performing delivery teams focused on service quality, accountability, and continuous improvement. Strengthened executive stakeholder relationships through proactive communication, risk management, and outcome-driven service delivery. Reduced operational risk by implementing robust Incident, Problem, and Change management practices. Enhanced audit readiness and compliance through disciplined process adherence and governance controls. Led large-scale transitions and transformation projects with minimal business disruption while maintaining service continuity. Ensure that the projects initiated by the customer are completed as per the agreed timelines, costs, etc. and relevant proposals are submitted within the stipulated timeframe. Determine IT operations service requirements by analyzing needs of users/departments; prioritizing modifications to core system applications; resolves organizational conflict; developing and implementing documentation requirements for problem resolution. Track and Manage performance of team members, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures Must have good People Management, Crises management and conflict management Bachelor’s degree in information technology, or a related field Strong leadership and people management skills. Excellent communication on and interpersonal skills. Strong analytical and problem-solving skills. Skill Requirements Other Requirements The Service Delivery Manager (SDM) is responsible for the overall delivery of IT services to customers, ensuring SLA compliance, customer satisfaction, operational excellence, financial performance, and continuous service improvement. The role acts as the primary interface between the customer, internal delivery teams, vendors, and stakeholders, with accountability for service performance, risk mitigation, escalation management, and overall delivery governance. A summary of the key requirements is provided below: Proven experience in a Service Delivery Manager role within the IT industry. Experience in managing global service delivery operations. Build trust and relationship with Client to identify potential issues proactively and develop early warning system for HCL to mitigate issues before it reaches critical state Delivered stable and predictable service operations while consistently meeting contractual SLA commitments and customer satisfaction objectives. Be proactive in suggesting initiatives to increase the service offered to the client, including understanding how existing processes can be changed or improved to aid Customer business Successfully transformed challenged engagements into stable, trusted customer accounts through strong governance, execution discipline, and operational excellence. Drive significant cost optimization through workforce rationalization, productivity improvements, and cloud efficiency initiatives. Built and led high-performing delivery teams focused on service quality, accountability, and continuous improvement. Strengthened executive stakeholder relationships through proactive communication, risk management, and outcome-driven service delivery. Reduced operational risk by implementing robust Incident, Problem, and Change management practices. Enhanced audit readiness and compliance through disciplined process adherence and governance controls. Led large-scale transitions and transformation projects with minimal business disruption while maintaining service continuity. Ensure that the projects initiated by the custom