Service Delivery Manager (DFS)

Job description

Regional Service Manager (RSM) (L3) \\r\\n\\r\\nGovernance – Regional Service Management \\r\\n\\r\\nLocation: United Kingdom – London - Slough \\r\\nExperience: 10–12 Years \\r\\n\\r\\nRole Summary \\r\\n\\r\\nThe Regional Service Manager (RSM) will act as the primary governance and service management lead for an assigned region. The role is responsible for ensuring service delivery performance, customer satisfaction, operational excellence, and compliance with agreed service levels while acting as a key interface between customers, delivery teams, and leadership stakeholders. Key Responsibilities Roles and Responsibilities \\r\\n\\r\\nServe as the primary point of contact for regional service governance, operational reviews, and customer escalations. \\r\\n\\r\\nMonitor and drive service performance against agreed SLAs, KPIs, and contractual obligations. \\r\\n\\r\\nConduct regular service review meetings with customer stakeholders and internal delivery teams. \\r\\n\\r\\nAnalyze trends across incidents, problems, service requests, changes, and operational metrics to identify improvement opportunities. \\r\\n\\r\\nDrive service improvement initiatives to improve customer experience, operational efficiency, and service quality. \\r\\n\\r\\nCoordinate with tower leads, service delivery managers, and support teams to address service risks and performance issues. \\r\\n\\r\\nManage customer escalations and ensure timely resolution of business-critical issues. \\r\\n\\r\\nPrepare governance reports, executive dashboards, service reviews, and performance presentations. \\r\\n\\r\\nSupport audit, compliance, risk, and governance activities within the region. \\r\\n\\r\\nBuild strong customer relationships and act as a trusted advisor for service management and operational matters. Skill Requirements Mandatory Skills \\r\\n\\r\\nService Delivery Management \\r\\n\\r\\nCustomer Governance & Relationship Management \\r\\n\\r\\nSLA & KPI Management \\r\\n\\r\\nITIL Service Management \\r\\n\\r\\nEscalation & Risk Management \\r\\n\\r\\nService Improvement Planning \\r\\n\\r\\nExecutive Reporting & Governance \\r\\n\\r\\nStakeholder Management \\r\\n\\r\\nPreferred Skills \\r\\n\\r\\nServiceNow Reporting \\r\\n\\r\\nPMO & Governance \\r\\n\\r\\nContract & Vendor Management \\r\\n\\r\\nPower BI Other Requirements Certifications \\r\\n\\r\\nMandatory \\r\\n\\r\\nITIL v4 Foundation \\r\\n\\r\\nPreferred \\r\\n\\r\\nITIL Managing Professional \\r\\n\\r\\nPMP \\r\\n\\r\\nPRINCE2 Practitione 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. 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