Group Operations Manager

Job description

The Service Delivery Manager is responsible for ensuring the successful delivery of IT services to customers, managing service performance against SLAs/KPIs, driving operational excellence, leading teams, and maintaining strong client relationships Key Responsibilities Service Delivery Management Manage end-to-end IT service delivery. Ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Oversee Incident, Problem, Change, and Service Request Management processes. 2. Client & Stakeholder Management Build and maintain strong customer relationships. Conduct regular service reviews and governance meetings. Understand customer business objectives and align IT services accordingly. Handle escalations and drive customer satisfaction. 3. Team Leadership Lead geographically distributed support and delivery teams. Resource planning, workload management, and skill development. Coach and mentor team members to improve performance. 4. Operational Excellence Drive continuous service improvement initiatives. Lead major incident management and problem resolution activities. Identify automation and process optimization opportunities. Ensure compliance with ITIL best practices. 5. Performance & Reporting Monitor service performance metrics. Prepare governance dashboards and executive reports. Track SLA compliance, customer satisfaction, availability, and operational KPIs. Drive corrective actions for service gaps. 6. Financial & Vendor Management Manage service delivery budgets and financial targets. Oversee vendor and partner performance. Optimize operational costs while maintaining service quality. 7. Documentation & Knowledge Management Maintain operational documentation, SOPs, runbooks, and process guides. Promote knowledge-sharing and training within teams. Required Skills Skill Requirements IT Service Management (ITSM) SLA & KPI Management ITIL Framework Incident, Problem & Change Management Stakeholder & Client Relationship Management Service Governance Continuous Service Improvement (CSI) Team Leadership & People Management Risk & Escalation Management Budget & Vendor Management Other Requirements Bachelor\'s degree in Information Technology, Computer Science, or related discipline. Proven experience in IT Service Delivery Management. Strong leadership, communication, and stakeholder management skills. ITIL Certification preferred. Experience managing global operations is an advantage. Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 223,000 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. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Copyright © 2026 HCL Technologies Limited Cookie Consent Manager When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. 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