Service Delivery Manager (DFS)

HCL Technologies Limited; United Kingdom; À distance; GBP 65 000 - 90 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Service delivery

Incident management

Stakeholder management

IT infrastructure

Outils

ITIL

SLA management

Description du poste

Job Summary The primary function of the IT Service Delivery Manager is to manage and direct the Support IT staff for the Contact Centers in his/her designated region. The IT Service Delivery Manager is the primary contact for all aspects of business as-usual IT service delivery within the designated region or country. Also acts as a key interface between IT & Operations in the support of all business growth. The IT Service Delivery Manager is responsible for virtual and brick and mortar site IT infrastructure, personnel & business continuity of critical technology services within the designated region or country.

• The primary job function of the SDM is to manage and direct the Support IT staff in their designated region
• The SDM acts single contact point between Operations & IT within the designated region or country.
• Manages relationships with Site Directors and Virtual Operations Directors
• Keeps abreast of company’s regional business & plans by attending & participating in relevant site operational management meetings
• The SDM develops IT knowledge:
  • Keeps employees involved in service delivery informed of relevant Client objectives, activities & developments so that all employees can add value to the core business. This includes (but is not limited to) meetings, briefings, training, and actively involving other employees in direct dealings with the internal Clients.
  • Keeps abreast of internal & external technological developments, discussing these with Operations in order to identify those which may have practical application. Must also keep up to date with statutory government or industry policy & legislation which may affect the company.
  • Helps develop the competence of employees in the coordination and support of IT from the operations side. To include; creating an IT literate internal client, who will contribute to the appropriate collaboration with IT & the management of external Client expectations & perceptions
• Responsibilities (continued) The SDM delivers excellence in the services & in particular:
  • Is the 1st point of escalation for critical operational and IT service delivery issues.
  • Oversees all P1 & P2 incidents with their region or country, and ensures they are managed through to early resolution.
  • Ensures that Site IT resources are motivated & coordinated in order to respond to Client needs.
  • Coordinates with all parties to ensure the smooth introduction of new services & campaigns;
  • Reviews the impact of new & upgraded services & ensure that they are introduced smoothly;
  • Assists the SDD with site IT business continuity & the management with the business of any incident escalations that affect our ability to pursue our business objectives.
  • Ensure that processes around Change Management, Business Risk & Contingency planning are enforced.
  • Partners with Global Solutions in supporting to document and build solutions relevant to existing and new client requirements.
  • Works with the IT Security and Compliance teams in ensuring that all security policies & future requirements of the business and/or clients are satisfactorily addressed & that central services are developing & delivering services in a compliant manner.
• Responsibilities (continued) The SDM ensures that services are monitored against the agreed service level performance.
  • Manages the introduction of local Service Level Agreements (SLA’s) including ongoing changes and delivery of services to the sites within the assigned region.
  • Is responsible for managing customer satisfaction, reporting on a regular basis the performance of the services against the ap

Key Responsibilities

Job Summary The primary function of the IT Service Delivery Manager is to manage and direct the Support IT staff for the Contact Centers in his/her designated region. The IT Service Delivery Manager is the primary contact for all aspects of business as-usual IT service delivery within the designated region or country. Also acts as a key interface between IT & Operations in the support of all business growth. The IT Service Delivery Manager is responsible for virtual and brick and mortar site IT infrastructure, personnel & business continuity of critical technology services within the designated region or country.

• The primary job function of the SDM is to manage and direct the Support IT staff in their designated region
• The SDM acts single contact point between Operations & IT within the designated region or country.
• Manages relationships with Site Directors and Virtual Operations Directors
• Keeps abreast of company’s regional business & plans by attending & participating in relevant site operational management meetings
• The SDM develops IT knowledge:
  • Keeps employees involved in service delivery informed of relevant Client objectives, activities & developments so that all employees can add value to the core business. This includes (but is not limited to) meetings, briefings, training, and actively involving other employees in direct dealings with the internal Clients.
  • Keeps abreast of internal & external technological developments, discussing these with Operations in order to identify those which may have practical application. Must also keep up to date with statutory government or industry policy & legislation which may affect the company.
  • Helps develop the competence of employees in the coordination and support of IT from the operations side. To include; creating an IT literate internal client, who will contribute to the appropriate collaboration with IT & the management of external Client expectations & perceptions
• Responsibilities (continued) The SDM delivers excellence in the services & in particular:
  • Is the 1st point of escalation for critical operational and IT service delivery issues.
  • Oversees all P1 & P2 incidents with their region or country, and ensures they are managed through to early resolution.
  • Ensures that Site IT resources are motivated & coordinated in order to respond to Client needs.
  • Coordinates with all parties to ensure the smooth introduction of new services & campaigns;
  • Reviews the impact of new & upgraded services & ensure that they are introduced smoothly;
  • Assists the SDD with site IT business continuity & the management with the business of any incident escalations that affect our ability to pursue our business objectives.
  • Ensure that processes around Change Management, Business Risk & Contingency planning are enforced.
  • Partners with Global Solutions in supporting to document and build solutions relevant to existing and new client requirements.
  • Works with the IT Security and Compliance teams in ensuring that all security policies & future requirements of the business and/or clients are satisfactorily addressed & that central services are developing & delivering services in a compliant manner.
• Responsibilities (continued) The SDM ensures that services are monitored against the agreed service level performance.
  • Manages the introduction of local Service Level Agreements (SLA’s) including ongoing changes and delivery of services to the sites within the assigned region.
  • Is responsible for managing customer satisfaction, reporting on a regular basis the performance of the services against the ap

Skill Requirements

Job Summary The primary function of the IT Service Delivery Manager is to manage and direct the Support IT staff for the Contact Centers in his/her designated region. The IT Service Delivery Manager is the primary contact for all aspects of business as-usual IT service delivery within the designated region or country. Also acts as a key interface between IT & Operations in the support of all business growth. The IT Service Delivery Manager is responsible for virtual and brick and mortar site IT infrastructure, personnel & business continuity of critical technology services within the designated region or country.

• The primary job function of the SDM is to manage and direct the Support IT staff in their designated region
• The SDM acts single contact point between Operations & IT within the designated region or country.
• Manages relationships with Site Directors and Virtual Operations Directors
• Keeps abreast of company’s regional business & plans by attending & participating in relevant site operational management meetings
• The SDM develops IT knowledge:
  • Keeps employees involved in service delivery informed of relevant Client objectives, activities & developments so that all employees can add value to the core business. This includes (but is not limited to) meetings, briefings, training, and actively involving other employees in direct dealings with the internal Clients.
  • Keeps abreast of internal & external technological developments, discussing these with Operations in order to identify those which may have practical application. Must also keep up to date with statutory government or industry policy & legislation which may affect the company.
  • Helps develop the competence of employees in the coordination and support of IT from the operations side. To include; creating an IT literate internal client, who will contribute to the appropriate collaboration with IT & the management of external Client expectations & perceptions
• Responsibilities (continued) The SDM delivers excellence in the services & in particular:
  • Is the 1st point of escalation for critical operational and IT service delivery issues.
  • Oversees all P1 & P2 incidents with their region or country, and ensures they are managed through to early resolution.
  • Ensures that Site IT resources are motivated & coordinated in order to respond to Client needs.
  • Coordinates with all parties to ensure the smooth introduction of new services & campaigns;
  • Reviews the impact of new & upgraded services & ensure that they are introduced smoothly;
  • Assists the SDD with site IT business continuity & the management with the business of any incident escalations that affect our ability to pursue our business objectives.
  • Ensure that processes around Change Management, Business Risk & Contingency planning are enforced.
  • Partners with Global Solutions in supporting to document and build solutions relevant to existing and new client requirements.
  • Works with the IT Security and Compliance teams in ensuring that all security policies & future requirements of the business and/or clients are satisfactorily addressed & that central services are developing & delivering services in a compliant manner.
• Responsibilities (continued) The SDM ensures that services are monitored against the agreed service level performance.
  • Manages the introduction of local Service Level Agreements (SLA’s) including ongoing changes and delivery of services to the sites within the assigned region.
  • Is responsible for managing customer satisfaction, reporting on a regular basis the performance of the services against the ap

Other Requirements

Job Summary The primary function of the IT Service Delivery Manager is to manage and direct the Support IT staff for the Contact Centers in his/her designated region. The IT Service Delivery Manager is the primary contact for all aspects of business as-usual IT service delivery within the designated region or country. Also acts as a key interface between IT & Operations in the support of all business growth. The IT Service Delivery Manager is responsible for virtual and brick and mortar site IT infrastructure, personnel & business continuity of critical technology services within the designated region or country.

• The primary job function of the SDM is to manage and direct the Support IT staff in their designated region
• The SDM acts single contact point between Operations & IT within the designated region or country.
• Manages relationships with Site Directors and Virtual Operations Directors
• Keeps abreast of company’s regional business & plans by attending & participating in relevant site operational management meetings
• The SDM develops IT knowledge:
  • Keeps employees involved in service delivery informed of relevant Client objectives, activities & developments so that all employees can add value to the core business. This includes (but is not limited to) meetings, briefings, training, and actively involving other employees in direct dealings with the internal Clients.
  • Keeps abreast of internal & external technological developments, discussing these with Operations in order to identify those which may have practical application. Must also keep up to date with statutory government or industry policy & legislation which may affect the company.
  • Helps develop the competence of employees in the coordination and support of IT from the operations side. To include; creating an IT literate internal client, who will contribute to the appropriate collaboration with IT & the management of external Client expectations & perceptions
• Responsibilities (continued) The SDM delivers excellence in the services & in particular:
  • Is the 1st point of escalation for critical operational and IT service delivery issues.
  • Oversees all P1 & P2 incidents with their region or country, and ensures they are managed through to early resolution.
  • Ensures that Site IT resources are motivated & coordinated in order to respond to Client needs.
  • Coordinates with all parties to ensure the smooth introduction of new services & campaigns;
  • Reviews the impact of new & upgraded services & ensure that they are introduced smoothly;
  • Assists the SDD with site IT business continuity & the management with the business of any incident escalations that affect our ability to pursue our business objectives.
  • Ensure that processes around Change Management, Business Risk & Contingency planning are enforced.
  • Partners with Global Solutions in supporting to document and build solutions relevant to existing and new client requirements.
  • Works with the IT Security and Compliance teams in ensuring that all security policies & future requirements of the business and/or clients are satisfactorily addressed & that central services are developing & delivering services in a compliant manner.
• Responsibilities (continued) The SDM ensures that services are monitored against the agreed service level performance.
  • Manages the introduction of local Service Level Agreements (SLA’s) including ongoing changes and delivery of services to the sites within the assigned region.
  • Is responsible for managing customer satisfaction, reporting on a regular basis the performance of the services against the ap

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 2026totaled $14.8billion.