Service Delivery Director

HCL Technologies Limited; Chennai District; On-site; INR 3,500,000 - 7,000,000; Full time

Job summary

HCL Technologies Limited in Chennai is seeking a senior IT project manager to drive AMS for Oracle EBS, manage P&L for the account, and lead 50+ team size across delivery. You will coordinate Finance, Supply Chain, Procurement, and integrations, ensuring projects meet scope, budgets, and client SLAs.

The role requires extensive Oracle EBS experience, PMP/Agile familiarity, and strong executive communication to stakeholders. A data-driven, proactive approach is essential.

Qualifications

• 15+ years in IT project management with at least 3 years managing Oracle ERP or full-lifecycle EBS projects.
• Strong working familiarity with core Oracle EBS modules (Financials, SCM, Procurement).
• Agile frameworks or PMP certification.

Responsibilities

• Direct operations management and escalation handling to meet client SLAs and internal metrics.
• Drive process improvements using Lean, Kaizen and data visualization to reduce bottlenecks.
• Oversee escalation management protocols with root-cause analysis for rapid resolution.
• Guide and coach team leaders with performance reviews and management frameworks.
• Interpret performance trends with data visualization and inform stakeholders for timely decisions.
• Champion innovation using best practices and emerging tech to streamline processes.
• Develop robust client feedback channels to align delivery with expectations.

Skills

Escalation management

Stakeholder management

Team leadership

Lean methodology

Kaizen

Data visualization

Executive communication

Process improvement

Cross-functional coordination

Negotiation

Tools

MS Projects

Jira

ServiceNow

Job description

This role is accountable for driving operational excellence, ensuring client commitments are consistently met, and embedding a culture of continuous improvement across delivery teams. The individual leads escalation management, fosters innovation, and utilizes data-driven insights to optimize service quality and operational efficiency. They play a pivotal role in aligning operational performance with strategic business objectives while maintaining a proactive, solution-focused approach.

Key Responsibilities

Key Responsibilities

Manage project scope, detailed work breakdown structures, milestones, and project budgets.

Lead the Oracle EBS R12 implementations, upgrades, migrations, rollouts, and production support along other non-oracle applications too.

Coordinate cross-functional teams across Finance, Supply Chain, Procurement, and Boundary / integration applications.Track and mitigate project risks, issues, and dependencies

Act as the main bridge between technical, functional/configuration, DBA teams, business stakeholders, and external vendors.Responsible for operational metrics to monitor , take appropriate actions.Responsible to hiring process and coordination with internal / external stakeholders.

Work with different teams for business requirements , help/assist to provide right thoughts about scope to ensure the solution, commercials are justifiable.

Expected to lead 50+ team size and should have regular connect with business stake holders.Should have extensive experience in the Application Management Support (AMS)Should have experience to manage the P&L for the Account

Should have experience in Resource Management , Cost management , people management

Should be able to manage an account having a size between $10-$15 Mn / Year , 100-150 FTEShould have hands-on experience in Incident Management, Problem Management ,Required Qualifications & SkillsExperience: 15+ years in IT project management with at least 3 years managing Oracle ERP or full-lifecycle EBS projects.Knowledge: Strong working familiarity with core Oracle EBS modules (Financials, SCM, Procurement).Methodologies: Agile frameworks, or PMP certified.Tools: Must have knowledge in enterprise planning software like MS Projects, Jira and ServiceNowSoft Skills: Excellent facilitation, conflict resolution, and executive-level communication abilities.

1. 1. Direct operations management and escalation handling by implementing best practices in workflow design, resource allocation, and issue resolution to ensure all client SLAs and internal metrics are achieved.
2. 2. Drive process improvement initiatives using Lean, Kaizen, and data visualization platforms such as Power BI or Tableau to identify and resolve bottlenecks, enabling measurable gains in efficiency and quality.
3. 3. Oversee escalation management protocols by setting up structured response mechanisms, analyzing root causes, and ensuring rapid resolution of high-impact incidents.
4. 4. Guide and coach team leaders and managers by conducting regular performance reviews, sharing operational management frameworks, and promoting a culture of continuous learning and accountability.
5. 5. Interpret and communicate operational performance trends using advanced data visualization tools, ensuring key stakeholders are informed and empowered to make timely decisions.
6. 6. Champion innovation within operations by leveraging industry best practices and emerging technologies to streamline systems, policies, and processes supporting organizational growth.
7. 7. Develop and maintain robust feedback channels with clients to proactively understand evolving requirements and ensure service delivery aligns with client expectations.

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.