Service Delivery Director

HCLTech; Chennai; On-site; INR 4,200,000 - 7,000,000; Full time

Job summary

HCL Technologies Limited is seeking an accomplished Service Delivery Director in Chennai to own end-to-end service delivery for designated accounts. You will ensure SLA/KPI compliance, lead major incident and change processes, and conduct governance reviews with stakeholders.

You will drive operational excellence through automation and continual service improvement, manage escalations, and oversee distributed teams across projects and support functions.

Qualifications

• Bachelor's degree in Engineering, Information Technology, Computer Science, or related field.
• 15+ years in IT with 8+ years in Service Delivery Management.
• Experience in Application Support, Infrastructure, ERP, Cloud, or Managed Services.
• Strong ITIL knowledge and service management experience.
• Proven customer-facing and stakeholder management excellence.
• Experience leading geographically distributed teams.

Responsibilities

• Own end-to-end service delivery for assigned accounts/programs.
• Ensure compliance with SLAs, KPIs, OLAs, and contractual commitments.
• Lead incident, problem, change, and service request processes.
• Conduct regular service reviews and governance meetings with customers and stakeholders.
• Track service performance and drive corrective actions.
• Manage customer escalations and ensure timely resolution.
• Drive operational excellence, automation, and continual service improvement.
• Collaborate with project, support, vendors, and business stakeholders.
• Oversee resource planning, knowledge management, and team development.
• Support contract management, renewals, and account growth opportunities.
• Prepare and present operational dashboards, service reports, and executive summaries.

Skills

End-to-end delivery

Stakeholder management

ITIL frameworks

Leadership

SLA & KPI governance

Education

Bachelor's degree in Engineering/IT/CS

Job description

Career Opportunities: Service Delivery Director (190271)

Requisition ID190271-Posted11/06/2026

• Own end-to-end service delivery for assigned accounts/programs.
• Ensure compliance with agreed SLAs, KPIs, OLAs, and contractual commitments.
• Lead incident, problem, change, and service request management processes.
• Conduct regular service reviews and governance meetings with customers and stakeholders.
• Track service performance, identify improvement opportunities, and drive corrective actions.
• Manage customer escalations and ensure timely resolution.
• Drive operational excellence, automation, and continuous service improvement initiatives.
• Collaborate with project teams, support teams, vendors, and business stakeholders.
• Manage service risks, dependencies, and mitigation plans.
• Ensure adherence to ITIL processes, quality standards, and organizational policies.
• Oversee resource planning, utilization, knowledge management, and team development.
• Support contract management, renewals, and account growth opportunities.
• Prepare and present operational dashboards, service reports, and executive summaries.

Required Qualifications

• Bachelor's degree in Engineering, Information Technology, Computer Science, or related field.
• 15+ years of IT industry experience with 8+ years in Service Delivery Management.
• Experience managing Application Support, Infrastructure, ERP, Cloud, or Managed Services engagements.
• Strong understanding of ITIL processes and service management frameworks.
• Proven experience in customer-facing roles and stakeholder management.
• Experience managing geographically distributed teams.

Key Responsibilities

• Own end-to-end service delivery for assigned accounts/programs.
• Ensure compliance with agreed SLAs, KPIs, OLAs, and contractual commitments.
• Lead incident, problem, change, and service request management processes.
• Conduct regular service reviews and governance meetings with customers and stakeholders.
• Track service performance, identify improvement opportunities, and drive corrective actions.
• Manage customer escalations and ensure timely resolution.
• Drive operational excellence, automation, and continuous service improvement initiatives.
• Collaborate with project teams, support teams, vendors, and business stakeholders.
• Manage service risks, dependencies, and mitigation plans.
• Ensure adherence to ITIL processes, quality standards, and organizational policies.
• Oversee resource planning, utilization, knowledge management, and team development.
• Support contract management, renewals, and account growth opportunities.
• Prepare and present operational dashboards, service reports, and executive summaries.

Required Qualifications

• Bachelor's degree in Engineering, Information Technology, Computer Science, or related field.
• 15+ years of IT industry experience with 8+ years in Service Delivery Management.
• Experience managing Application Support, Infrastructure, ERP, Cloud, or Managed Services engagements.
• Strong understanding of ITIL processes and service management frameworks.
• Proven experience in customer-facing roles and stakeholder management.
• Experience managing geographically distributed teams.

Skill Requirements

• Own end-to-end service delivery for assigned accounts/programs.
• Ensure compliance with agreed SLAs, KPIs, OLAs, and contractual commitments.
• Lead incident, problem, change, and service request management processes.
• Conduct regular service reviews and governance meetings with customers and stakeholders.
• Track service performance, identify improvement opportunities, and drive corrective actions.
• Manage customer escalations and ensure timely resolution.
• Drive operational excellence, automation, and continuous service improvement initiatives.
• Collaborate with project teams, support teams, vendors, and business stakeholders.
• Manage service risks, dependencies, and mitigation plans.
• Ensure adherence to ITIL processes, quality standards, and organizational policies.
• Oversee resource planning, utilization, knowledge management, and team development.
• Support contract management, renewals, and account growth opportunities.
• Prepare and present operational dashboards, service reports, and executive summaries.

Required Qualifications

• Bachelor's degree in Engineering, Information Technology, Computer Science, or related field.
• 15+ years of IT industry experience with 8+ years in Service Delivery Management.
• Experience managing Application Support, Infrastructure, ERP, Cloud, or Managed Services engagements.
• Strong understanding of ITIL processes and service management frameworks.
• Proven experience in customer-facing roles and stakeholder management.
• Experience managing geographically distributed teams.