Client Delivery Director

HCL Technologies Limited; Chennai District; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

HCL Technologies Limited is seeking an experienced AI-enabled delivery leader to oversee SAP-based services and large-scale programmes. The role focuses on client and stakeholder management, AI-led process improvements, and cross-functional team leadership.

You will drive governance, KPI reporting, and risk mitigation while building long-term client partnerships and identifying expansion opportunities. The position emphasizes ITIL practices and strong commercial acumen.

Qualifications

• Strong communication with good stakeholder management skills.
• Familiarity with S4 and global templates/ roll outs including OTC, P2P, R@R, CPI/ Integration.
• Has led support/ Application Maintenance team of 50+ consultants for medium to large scale SAP systems.
• Managed P&L and understands the commercial construct well.

Responsibilities

• Client & Stakeholder Management: primary contact for CIO/CTO/VP-level executives; manage expectations and satisfaction.
• AI leadership & AI first Approach: drive AI roadmap for customer engagement and efficiencies.
• Team Management: lead and mentor cross-functional delivery teams; define roles and KPIs; foster accountability and service excellence.
• Communication & Reporting: deliver executive-level reports and MIS dashboards; ensure clear escalation communications.
• Technical/ Delivery Oversight: provide direction on technology landscape; drive governance and ITIL adoption.

Skills

Client management

Stakeholder mgmt

AI leadership

ITIL

Team leadership

SAP familiarity

P2P/OTC familiarity

Tools

SAP

Job description

Strong communication with good stakeholder management skills

Familiarity with S4 and global templates/ roll outs including OTC, P2P, R@R, CPI/ Integration

Has led support/ Application Maintenance team of 50+ consultants for medium to large scale SAP systems

Managed P&L and understands the commercial construct well

Driving business aligned KPI and has sufficient exposure to working with business teams

ITIL certified

Automation/ Gen AI and AI Agent first mindset

Key Responsibilities

Client & Stakeholder Management

• Serve as the primary point of contact for senior client stakeholders including CIO, CTO, and VP-level executives.
• Build and sustain trusted, long-term client relationships; proactively manage client expectations and satisfaction.
• Conduct regular service review meetings (weekly, monthly, quarterly) and present performance dashboards.
• Drive account growth by identifying expansion opportunities, new service areas, and upsell potential.
• Ensure contractual obligations are met and manage any scope change discussions professionally.
• Manage a broad stakeholder landscape including client leadership, internal delivery teams, vendors, third-party
• Facilitate effective governance forums including steering committees and service review boards.
• Negotiate and align on priorities, trade-offs, and escalation resolutions across stakeholder groups.
• Prevent escalations thru relationship and metrics

AI leadership & AI first Approach

• Strong working knowledge and exposure of AI/ agentic interventions to drive efficiencies and value, drive AI roadmap for customer and engagement

Team Management

• Lead, mentor, and develop a high-performing cross-functional delivery team (L1/L2/L3, project managers, process leads).
• Define roles, responsibilities, KPIs, and performance objectives for all direct and indirect team members.
• Drive a culture of accountability, continuous learning, and service excellence across the team.
• Identify skill gaps, coordinate training, and support career development planning for team members.
• Manage team morale and retention, especially in high-pressure delivery environments.
• Own end-to-end resource planning, forecasting, and fulfillment in alignment with project demands and SLA requirements.
• Coordinate with HR, talent acquisition, and practice teams to onboard critical resources in a timely manner.
• Manage resource allocation, utilization optimization, and bench management to minimize gaps.
• Track headcount against contractual commitments and initiate augmentation requests when structural gaps emerge.
• Manage third-party vendor and subcontractor engagements to supplement delivery capacity as required.
• Maintain a live risk and issue register; proactively identify, assess, and mitigate delivery, commercial, people risk
• Implement early warning systems and escalation triggers before risks materialize into incidents or SLA breaches.
• Drive problem management and root cause analysis (RCA) processes; ensure robust corrective and preventive actions (CAPA).
• Conduct regular health checks on service delivery operations and initiate improvement plans where gaps exist.

Communication & Reporting

• Deliver clear, concise, and structured verbal and written communications
• Prepare and present executive-level reports, MIS dashboards, and service performance packs.
• Ensure transparency in all escalation communications without creating unnecessary alarm.
• Champion communication best practices within the delivery team to maintain consistent messaging with the client

Skill Requirements

Technical/ Delivery Oversight

• Maintain strong working knowledge of the managed technology landscape (applications, data, cloud, ITSM).
• Provide technical direction and validate solutions proposed by delivery teams during critical incidents or change activities.
• Drive engineering reviews, metrics, and governance
• Champion ITIL best practices and drive adoption of automation and tooling to improve service efficiency.
• Participate in architecture, change management, and deployment governance to minimize delivery risk.
• ITIL/ Deep Support & maintenance exposure, drives SLAs, support governance and user delight
• SAP functional/ tech landscape
• Participate in architecture, change management, and deployment governance to minimize delivery risk

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.