Service Delivery Manager

HCLTech; Bengaluru; On-site; INR 5,500,000 - 9,000,000; Full time

Job summary

HCL Technologies Limited is seeking an Offshore Service Delivery Leader to own end-to-end AMS for Java/AWS applications, including cloud services. You will oversee global delivery, multi-vendor environments, and commercial governance, while driving automation and AI-enabled improvements.

The role demands strong stakeholder management and leadership across 50+ consultants. The ideal candidate combines hands-on technical oversight with ITIL-driven governance, ensuring stable operations,

Qualifications

• 15 years of industry experience with leadership in AMS, application support, enhancements, and development delivery.
• Proven experience managing medium-to-large support and development engagements with 50+ consultants.
• Strong delivery ownership in Java engineering, AWS, cloud services and application support; full stack development in agile environments.
• Experience with global delivery models, multi-vendor environments, template rollouts, and critical operations.
• Demonstrated commercial acumen including P&L awareness, contract governance, effort estimation, and margin improvement.
• Strong executive communication and stakeholder management skills across business leaders, IT leadership, process owners, and delivery teams.
• ITIL certification preferred.
• Automation, GenAI, and agentic AI mindset with evidence of applying technology to improve service efficiency and quality.

Responsibilities

• Own end-to-end AMS service delivery across incidents, requests, problems, enhancements, releases, and projects.
• Define operating model across L1–L3, functional, technical, integration, testing, release, and project teams.
• Ensure SLA, KPI, OLA, quality, productivity, backlog, and customer satisfaction targets.
• Lead governance for incidents, changes, and releases with timely communication and restoration.
• Manage client relationships, steering committees, and executive dashboards for service health and outcomes.
• Oversee team capacity, talent development, and subcontractor coordination to fulfill demand.
• Drive continuous improvement, automation, and AI-enabled service enhancements.

Skills

Java

AWS

Leadership

Stakeholder management

P&L awareness

ITIL

Automation

GenAI

Cloud governance

Education

Bachelor's degree in engineering or related field

Tools

Spring Boot

API Gateway

CI/CD tooling

CloudFormation

Job description

Job Description | Offshore Service Delivery Leadership

Role Summary

The Java/AWS AD & ASM Service Delivery Manager is the single point of accountability for end-to-end delivery of Application Development and Application Management Services across the Java application and AWS including cloud landscape and platforms understanding. The role combines hands‑on technical and functional oversight with ITIL‑led service governance, executive stakeholder management, commercial ownership, workforce leadership, and continuous improvement. The incumbent will ensure stable operations, predictable delivery, SLA achievement, high user satisfaction, and measurable business value across environments.

Experience and Profile

• 15 years of industry experience, including significant leadership responsibility in AMS, application support, enhancements, and development delivery.
• Proven experience managing medium‑to‑large support and development engagements with cross‑functional teams of 50+ consultants.
• Strong delivery ownership across with core depth in Java engineering, AWS, cloud services and application support – Full stack application development across agile implementation
• Experience managing global delivery models, multi‑vendor environments, template rollouts, and business‑critical operations.
• Demonstrated commercial acumen, including P&L awareness, contract and scope governance, effort estimation, productivity management, and margin improvement.
• Strong executive communication and stakeholder management skills, with the ability to engage business leaders, IT leadership, process owners, and delivery teams.
• ITIL certification preferred
• Automation, GenAI, and agentic AI mindset with evidence of applying technology to improve service efficiency and quality.

Core Java/AWS

• Provide delivery oversight for Java-based applications, APIs, microservices, batch services, integration components, and cloud‑native workloads hosted on AWS.
• Ensure strong engineering governance across Java, Spring Boot, REST and SOAP APIs, microservices, messaging, containerized workloads, CI/CD pipelines, automated testing, observability, and secure coding.
• Oversee cloud services relevant to the managed landscape, such as EC2, ECS or EKS, Lambda, API Gateway, S3, RDS, DynamoDB, IAM, CloudWatch, CloudTrail, SNS, SQS, Route 53, load balancing, and infrastructure automation.
• Govern application availability, scalability, resiliency, performance, security, cost efficiency, backup, disaster recovery, patching, vulnerability remediation, and cloud operational readiness.
• Provide technical leadership for incident diagnosis, JVM and application performance analysis, log and trace analysis, API failures, database issues, deployment defects, cloud capacity events, and integration disruptions.
• Ensure reliable integration between Java/AWS applications
• middleware, CPI, IDoc, RFC/BAPI, events, files, or approved enterprise integration patterns.
• Validate solution designs, technical specifications, estimates, non‑functional requirements, test strategy, release plans, rollback plans, and production‑readiness criteria for Java/AWS
• Drive modernization, technical debt reduction, platform upgrades, cloud adoption, automation, and service improvements without compromising production stability.

Key Responsibilities

1. End-to-End AMS Service Delivery

• Own service delivery across incidents, service requests, problems, enhancements, minor releases, and approved project work within the application development scope and landscape.
• Define and govern the operating model across L1, L2, L3, functional, technical, integration, testing, release, and project teams.
• Ensure SLA, KPI, OLA, quality, productivity, backlog, ageing, availability, resolution, and customer satisfaction targets are achieved.
• Run daily and weekly operational reviews, monthly service reviews, and quarterly governance forums with clear actions and accountability.
• Maintain service continuity, on‑call coverage, major incident readiness, knowledge management, and transition‑to‑support controls.
• Balance business priorities, technical risk, capacity, and release commitments to deliver a stable and predictable service.

2. Incident, Problem, Change, and Release Governance

• Provide leadership during priority incidents, ensure timely stakeholder communication, and drive restoration through coordinated technical and functional response.
• Govern root cause analysis and corrective and preventive actions for recurring Java integration issues; track actions to verified closure.
• Chair or support change and release governance, ensuring impact assessment, estimation, testing, approvals, segregation of duties, transport sequencing, rollback planning, and post‑implementation validation.
• Improve first‑time‑right delivery and reduce incident recurrence, emergency changes, failed transports, and avoidable rework.
• Ensure compliance with client ITSM processes, change calendars, audit requirements, security policies, and documentation standards.

3. Client and Stakeholder Management

• Act as the primary service delivery contact for client IT leadership, business process owners, CoE, and internal delivery stakeholders.
• Build trusted relationships, manage expectations, communicate service health transparently, and resolve escalations with urgency and discipline.
• Present executive dashboards covering service performance, major incidents, risks, capacity, release status, improvement initiatives, and business outcomes.
• Facilitate steering committees, service review boards, demand prioritization, and escalation forums.
• Identify opportunities for service expansion, modernization, automation, and value creation while maintaining contractual and delivery integrity.

4. Team, Capacity, and Resource Management

• Lead, mentor, and develop a cross‑functional team support analysts, integration specialists, testers, and delivery leads.
• Define roles, skill matrices, succession coverage, performance objectives, certification plans, and targeted learning paths.
• Own resource forecasting, demand‑capacity planning, onboarding, transition, utilisation optimisation, pyramid management, and critical‑skill retention.
• Coordinate with talent acquisition, HR, practice teams, and subcontractors to fulfil approved demand and minimise delivery gaps.
• Promote accountability, collaboration, documentation discipline, continuous learning, and a service‑oriented culture.

5. Commercial and Contract Governance

• Manage delivery within the agreed contract, scope, service catalogue, staffing model, and financial baseline.
• Monitor effort, utilisation, productivity, leakage, subcontractor costs, change requests, and delivery risks affecting revenue or margin.
• Validate estimates and commercial impact for enhancements, new scope, transformation initiatives, and out‑of‑scope requests.
• Support financial forecasting, invoicing inputs, cost optimisation, and P&L improvement actions.
• Prevent scope creep through disciplined demand intake, prioritisation, approvals, and traceability.

6. Continuous Improvement, Automation, and AI

• Build and execute a continuous service improvement roadmap linked to measurable operational and business outcomes.
• Drive automation across ticket triage, monitoring, testing, code review, knowledge retrieval, recurring fixes, reporting, and release controls.
• Assess and govern GenAI and agentic AI use cases for AMS while protecting client data, security, compliance, and human accountability.
• Improve shift‑left capability, self‑service, knowledge reuse, defect prevention, and predictive risk identification.
• Benchmark service performance and translate improvement opportunities into approved initiatives with tracked benefits.

7. Risk, Compliance, and Quality

• Maintain a live risk, issue, dependency, and action register covering delivery, service, technology, people, security, compliance, and commercial exposure.
• Define early‑warning indicators and escalation thresholds before risks result in business disruption or SLA impact.
• Ensure audit readiness, access and transport compliance, segregation of duties, evidence retention, and adherence to client quality processes.
• Conduct regular service health checks and implement recovery or improvement plans for areas below target.
• Ensure business continuity, disaster recovery support, knowledge resilience, and succession coverage for critical services.

Service Management Metrics

The role should be comfortable defining, interpreting, and improving metrics such as:

Metric Area

Illustrative Measures

SLA attainment, response and resolution compliance, backlog ageing, reopen rate, first‑contact resolution, major incidents, user satisfaction

Defect leakage, rework, code review compliance, code‑quality findings, technical debt, vulnerability remediation, deployment success, test effectiveness, release stability

Delivery productivity

Throughput, enhancement cycle time, estimate accuracy, utilisation, automation benefits, shift‑left adoption, knowledge reuse

Business and commercial

Demand fulfilment, service availability, business impact avoided, benefit realization, scope adherence, cost efficiency, revenue and margin indicators

Education and Certifications

• Bachelor’s degree in engineering, computer science, information systems, business, or a related discipline.
• ITIL Foundation or higher certification strongly preferred.
• Relevant cloud certification and Java or cloud architecture certification are desirable
• Project or service management certification such as PMP, PRINCE2, or equivalent is an advantage.

Success Profile

• Deep ownership mindset with the ability to move confidently between executive governance, service operations, and technical or functional delivery discussions.
• Strong analytical judgement, structured problem solving, and calm leadership during critical incidents and escalations.
• Business‑focused communication
• Ability to lead large distributed teams, influence without authority, and drive measurable change in complex environments.

Customer‑centric, commercially aware, quality‑focused, and committed to continuous improvement.