Director of Service Delivery & Client Excellence

HCL Technologies Limited; Nevers; On-site; EUR 110,000 - 150,000; Full time

Job summary

Sapsf is seeking a Service Delivery Director to drive profitability and service excellence across engagements. The role focuses on governance, budgeting, and continuous improvement while building strong executive relationships with key clients.

The position demands leadership of large, multi-tier teams and proficiency in ITIL, Agile, Lean, and security/compliance frameworks to optimize margins and service quality.

Qualifications

• Experience: Typically 10 to 15+ years in IT service delivery, program management, or enterprise operations.
• Several years managing large cross-functional teams.

Responsibilities

• Service Level Agreement (SLA) & Contract Governance: Ensure all contractual obligations, KPIs, uptime guarantees, and response-time targets are met or exceeded.
• P&L and Financial Management: Own the service delivery budget, forecast costs, control expenses, align targets with profitability.
• Incident & Escalation Management: Lead major service disruptions, incident recovery, and root cause analysis (RCA).
• Client Relationship & Stakeholder Management: Act as executive contact for key clients, conduct service reviews, support retention.
• Team Leadership & Mentorship: Lead and scale multi-tier delivery teams, set performance goals, drive upskilling.
• Continuous Improvement & Automation: Implement ITIL, Agile, Lean, or Six Sigma to automate workflows and reduce bottlenecks.
• Resource & Capacity Planning: Forecast needs, balance workloads across onshore/offshore teams, oversee vendors.
• Compliance & Security Oversight: Ensure compliance with InfoSec, data privacy and IT governance standards.

Skills

IT service delivery

Program management

Enterprise operations

Team leadership

Job description

Career Opportunities: Service Delivery Director (179744)

Requisition ID179744-Posted10/16/2026

The Service Delivery Director is a pivotal role responsible for the profitability and overall success of engagements within the organization. This position focuses on managing service delivery excellence, driving process and business improvements, and ensuring customer satisfaction while implementing strategic initiatives aimed at optimizing profit margins. The role requires strong leadership skills to engage and develop teams, ensuring alignment with the organization's objectives and fostering a culture of continuous improvement.

Key Responsibilities

• Service Level Agreement (SLA) & Contract Governance: Ensure all contractual obligations, KPIs, uptime guarantees, and response-time targets are consistently met or exceeded.
• P&L and Financial Management: Own the service delivery budget, forecast operational costs, control expenses, and align delivery targets with organizational profitability goals.
• Incident & Escalation Management: Serve as the primary escalation point for major service disruptions, lead critical incident recovery plans, and drive root cause analysis (RCA).
• Client Relationship & Stakeholder Management: Act as the primary executive contact for key clients, build long-term trust, conduct regular service reviews, and support client retention.
• Team Leadership & Mentorship: Lead, mentor, and scale multi-tiered delivery teams (often managing 100+ engineers or managers), set performance goals, and drive upskilling initiatives.
• Continuous Improvement & Automation: Implement ITIL, Agile, Lean, or Six Sigma methodologies to automate workflows, reduce human error, and eliminate operational bottlenecks.
• Resource & Capacity Planning: Forecast resource needs, balance workloads across onshore and offshore teams, and oversee third-party vendor performance.
• Compliance & Security Oversight: Guarantee compliance with corporate and regulatory standards, including InfoSec, data privacy, and IT governance frameworks (ITIL, COBIT, SIAM).

Skill Requirements

• Experience: Typically 10 to 15+ years in IT service delivery, program management, or enterprise operations, including several years managing large cross-functional teams.