Onsite IT Service Delivery Lead - Paris & AI

HCLTech; Paris; Sur place; EUR 70 000 - 110 000; Plein temps

Résumé du poste

The Onsite Service Delivery Manager at HCLTech in Paris will lead end-to-end IT service delivery at the customer location, ensuring high-quality, compliant service execution aligned with business objectives.

This role manages cross-functional teams across AppOps, Infrastructure, Cloud, and Security, driving operational excellence, monitoring KPIs, and serving as the primary onsite escalation and engagement point for the client.

Qualifications

• Strong leadership and service delivery management experience in global IT environments.
• Excellent stakeholder management and customer-facing communication skills.
• Solid understanding of ITIL processes (Incident, Problem, Change, Service Management).
• Experience in managing multi-tower delivery (Applications, Infrastructure, Cloud).
• Knowledge of automation, AI/GenAI, observability tools (e.g., Dynatrace).
• Familiarity with European regulatory and compliance requirements (GDPR).
• French language proficiency (preferred but not mandatory).

Responsabilités

• Own overall service delivery performance, ensuring SLA adherence, service quality, and customer satisfaction.
• Drive operational governance across multiple towers (AppOps, Infrastructure, Cloud, Security, Tools).
• Monitor and analyze KPIs (SLA, MTTR, availability, compliance) to identify improvement opportunities.
• Ensure effective incident, problem, and change management processes.
• Act as the primary onsite escalation and engagement point for the customer.
• Lead service review meetings (weekly/monthly/SteerCo) with clear insights and action plans.
• Build strong relationships with customer leadership, vendors, and internal stakeholders.
• Drive transparent communication on service performance, risks, and improvements.

Connaissances

Leadership

Stakeholder management

ITIL

Analytical thinking

Multi-tower delivery

Communication

Outils

Dynatrace

Observability tools

Description du poste

The Onsite Service Delivery Manager at HCLTech in Paris will lead end-to-end IT service delivery at the customer location, ensuring high-quality, compliant service execution aligned with business objectives.

This role manages cross-functional teams across AppOps, Infrastructure, Cloud, and Security, driving operational excellence, monitoring KPIs, and serving as the primary onsite escalation and engagement point for the client.