Regional IT Service Delivery Lead (Contact Centers)

HCL Technologies Limited; United Kingdom; Remote; GBP 65,000 - 90,000; Full time

Job summary

HCL Technologies Limited seeks an IT Service Delivery Manager to lead the Support IT staff for the Contact Centers in the designated region. This role serves as the primary interface between IT and Operations to ensure business-as-usual IT service delivery and business continuity of critical technology services within the region.

The SDM will manage regional P1/P2 incidents, coordinate with Site Directors and virtual operations leaders, and drive improvements in service levels, change

Qualifications

• Experience delivering IT services at regional or country level.
• Ability to act as primary contact between Operations and IT.
• Strong understanding of IT security and compliance considerations.

Responsibilities

• Lead and direct the Support IT staff in the designated region.
• Be the single point of contact between Operations and IT for the region.
• Manage relationships with Site Directors and Virtual Operations Directors.
• Monitor and improve service levels and incident response (P1/P2).
• Coordinate with stakeholders to introduce new services and campaigns.

Skills

Service delivery

Incident management

Stakeholder management

IT infrastructure

Tools

ITIL

SLA management

Job description

HCL Technologies Limited seeks an IT Service Delivery Manager to lead the Support IT staff for the Contact Centers in the designated region. This role serves as the primary interface between IT and Operations to ensure business-as-usual IT service delivery and business continuity of critical technology services within the region.

The SDM will manage regional P1/P2 incidents, coordinate with Site Directors and virtual operations leaders, and drive improvements in service levels, change