Service Delivery Manager

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

We are a $13+ billion global technology company, home to more than 224,000 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.HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.

It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.

Job Title:Service Delivery Manager

Location

Paris,France

Overview

Job Description for the Position :

The Onsite Service Delivery Manager is responsible for leading end-to-end IT service delivery operations at the customer location in France, ensuring high-quality, efficient, and compliant service execution aligned with business objectives.

This role manages cross-functional teams, drives operational excellence, ensures adherence to SLAs/KPIs, and acts as the primary interface between the customer, delivery teams, and leadership. The focus is on service reliability, continuous improvement, stakeholder satisfaction, and regulatory compliance within a global delivery model.

Key Responsibilities

Service Delivery & Operations

• 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.

Operational Excellence & Continuous Improvement

• Identify and implement process improvements to enhance efficiency, reduce costs, and improve service quality.


• Drive automation, innovation, and transformation initiatives (including AI, AIOps, and observability tools).


• Lead initiatives for service optimization and value realization.


• Lead, mentor, and develop cross-functional teams (onsite + offshore model).


• Foster a collaborative, high-performance culture focused on accountability and delivery excellence.


• Ensure structured governance across teams, including performance tracking and review cadence.


• Ensure adherence to contractual obligations, regulatory requirements, and company policies (e.g., GDPR, security, audit compliance).


• Identify and manage risks, including cyber security vulnerabilities and operational risks.

Skill Requirements

Core Skills

• 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).


• Strong analytical and problem-solving capabilities with KPI-driven decision making.


• Experience in managing multi-tower delivery (Applications, Infrastructure, Cloud).

Business & Financial Acumen

• Ability to manage budgets, optimize costs, and drive business value.


• Strong understanding of contracts, SLAs, and service performance metrics.


• Ability to work in a multi-cultural, global environment (France + offshore teams).


• Strong presentation skills for executive and customer-facing forums.

Additional / Preferred Skills

• Knowledge of automation, AI/GenAI, observability tools (e.g., Dynatrace).


• Experience in transformation programs and service improvements.


• Familiarity with European regulatory and compliance requirements (GDPR).


• French language proficiency (preferred but not mandatory).