Track Manager Program & Project Management

Job description

We are seeking a highly experienced Service Delivery Manager to lead a large-scale Global Service Desk operation of approximately 600 FTEs based in Trivandrum, Kerala. This is a senior leadership position that owns end-to-end service delivery, commercial performance and people leadership for a multi-geography, multi-lingual support environment. The successful candidate will bring strategic vision, operational excellence and a demonstrated ability to drive continuous improvement in a dynamic, high-volume environment. You will be the primary point of accountability to clients and internal leadership for service quality, contractual commitments and transformation outcomes. Job Title - Service Delivery Manager Work Mode - Work from Office Experie Key Responsibilities Service Delivery Ownership — Own end-to-end delivery of the Global Service Desk, ensuring consistent service quality across all supported regions, shifts and channels (voice, chat, email, self-service and walk-up). • SLA / KPI Governance — Define, monitor and consistently achieve contractual SLAs, KPIs and XLAs. Drive root cause analysis on breaches, own remediation plans and publish accurate performance reporting to clients and leadership. • Stakeholder Management — Act as the senior escalation point for clients and internal stakeholders. Build trusted relationships with client executives, technology towers, vendors and support functions; lead governance forums, QBRs and service review meetings. • P&L Management — Own the profit and loss for the account/delivery unit. Manage cost of delivery, pyramid and span optimisation, resource utilisation, budgeting, forecasting and revenue assurance; identify and pursue growth and upsell opportunities. • People Leadership — Lead, coach and develop a large organisation of approximately 600 FTEs through a layered management structure. Own workforce planning, hiring, capability building, engagement, attrition control and succession planning. • Service Desk Automation & Transformation — Drive the automation and self-heal agenda — chatbots/virtual agents, AI-led triage and routing, knowledge-centred service, ticket avoidance, shift-left and zero-touch resolution — to reduce contact volumes and improve end-user experience. • ITSM & Process Excellence — Ensure disciplined execution of Incident, Request, Problem, Change and Knowledge Management processes in line with ITIL best practice; own the ServiceNow/ITSM platform roadmap, configuration priorities and data quality from a delivery perspective. • Continuous Improvement & Quality — Establish a continuous service improvement culture; own CSAT/NPS and end-user experience outcomes, quality frameworks, audit readiness and compliance with information security and contractual obligations. • Operational Resilience — Ensure business continuity, 24x7 coverage planning, seat and infrastructure readiness, and risk management for a fully work-from-office delivery footprint. Skill Requirements Minimum 15+ years of Global Service Desk experience in reputed organisations, with significant time in senior delivery leadership roles. • Proven expertise in stakeholder management, including client executive engagement and governance at CXO level. • Strong background in SLA/KPI definition, measurement and service delivery assurance in outsourced/managed services environments. • Demonstrated ability in P&L management — budgeting, cost optimisation, margin improvement and commercial governance. • Effective people management experience leading large teams; experience managing several hundred FTEs is essential. • Hands-on experience delivering Service Desk automation initiatives and measurable ticket reduction or shift-left outcomes. • Excellent working knowledge of ServiceNow / ITSM platforms and ITIL processes; ITIL certification preferred. • Strong analytical, reporting and communication skills, with the ability to translate operational data into executive-level insight. • Willingness to work from the Trivandrum office and support a 24x7 global operating model. Other Requirements Experience transitioning or scaling a large global service desk, including transformation or ramp-up programmes. • Exposure to AI-led support, observability and experience-level agreements (XLAs). • Multi-lingual or multi-geography support delivery experience. • Relevant certifications such as ITIL v4 Managing Professional, PMP, Six Sigma Green/Black Belt or COPC. 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. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. 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