Service Delivery Manager

HCLTech; Chennai District; On-site; INR 4,000,000 - 9,000,000; Full time

Job summary

HCLTech is seeking a Service Delivery Manager to own end-to-end delivery for non-SAP applications, cloud and hybrid platforms, and managed services. You will lead cross-functional teams, manage stakeholders, and ensure compliant, high-quality delivery across enterprise systems.

The role requires 14–19 years of IT experience, strong executive communication, and a track record of delivering medium-to-large systems with continuous improvement and automation.

Qualifications

• 14–19 years of IT experience in application development, implementation, and managed services.
• Experience leading cross-functional teams of 50+ professionals.
• Proven delivery of medium-to-large enterprise applications on–prem, cloud, or hybrid.
• Strong understanding of SDLC, Agile/DevOps, ITIL service management, release governance, and production support.
• Executive communication, stakeholder management, and commercial awareness in delivery.
• ITIL certification preferred; project, Agile, cloud, or architecture certs are a plus.

Responsibilities

• Own delivery from discovery through solution design, development, testing, deployment, hypercare, and support transition.
• Govern scope, requirements, estimates, plans, milestones, dependencies, risks, quality gates, acceptance criteria, and release readiness.
• Oversee development across web, mobile, APIs, microservices, cloud-native services, integrations, data, and reporting solutions.
• Ensure architecture, security, coding, testing, documentation, configuration, environment, and deployment standards are followed.
• Drive Agile execution, backlog management, sprint and release planning, CI/CD adoption, test automation, and engineering productivity.
• Coordinate business, product, architecture, infrastructure, security, vendor, and operations teams to achieve outcomes.

Skills

Leadership

Delivery management

Stakeholder management

Agile / DevOps

Executive communication

Commercial awareness

ITIL (cert)

Education

Bachelor's degree in engineering / computer science / information systems or related field

Job description

The Service Delivery Manager is accountable for end-to-end delivery of non-SAP application development, implementation, and managed services. The role combines project delivery, application support, engineering governance, client engagement, commercial management, and team leadership. The incumbent will ensure successful implementation, stable operations, SLA achievement, quality delivery, and continuous improvement across enterprise applications, digital platforms, integrations, cloud services, and data solutions.

Experience and Profile

• 14-19 years of IT experience, including leadership of application development, implementation, and managed-services engagements.
• Proven experience managing cross-functional teams of 50+ professionals across development, testing, DevOps, cloud, integration, data, and application support.
• Experience delivering medium-to-large enterprise applications using modern engineering practices and on-premises, cloud, or hybrid platforms.
• Strong understanding of SDLC, Agile and DevOps delivery, ITIL service management, release governance, and production support.
• Executive-level communication, stakeholder management, commercial awareness, and experience managing scope, estimates, budgets, and delivery commitments.
• ITIL certification preferred; project, Agile, cloud, or architecture certification is an advantage.

Key Responsibilities

1. Implementation and Development Delivery

• Own delivery from discovery and planning through solution design, development, testing, deployment, hypercare, and transition to support.
• Govern scope, requirements, estimates, plans, milestones, dependencies, risks, quality gates, acceptance criteria, and release readiness.
• Oversee application development across web, mobile, APIs, microservices, cloud-native services, integrations, workflow, data, and reporting solutions.
• Ensure architecture, security, coding, testing, documentation, configuration, environment, and deployment standards are followed.
• Drive Agile execution, backlog management, sprint and release planning, CI/CD adoption, test automation, and engineering productivity.
• Coordinate business, product, architecture, infrastructure, security, vendor, and operations teams to achieve implementation outcomes.

2. Managed Services and Operational Governance

• Own L1, L2, and L3 application support across incidents, service requests, problems, changes, enhancements, and minor releases.
• Ensure SLA, OLA, availability, response, resolution, backlog, ageing, quality, productivity, and customer-satisfaction targets are achieved.
• Lead major-incident response, root-cause analysis, corrective and preventive actions, and recurring-issue elimination.
• Govern monitoring, batch processing, interfaces, capacity, performance, patching, vulnerability remediation, backup, disaster recovery, and service continuity.
• Manage transition-to-support, knowledge transfer, operational acceptance, runbooks, support coverage, and hypercare exit.

3. Client and Stakeholder Management

• Act as the primary delivery contact for client leadership, business owners, product teams, and internal stakeholders.
• Conduct project reviews, weekly operational reviews, monthly service reviews, and steering forums with clear decisions and actions.
• Provide transparent reporting on delivery progress, service health, risks, financials, capacity, releases, and improvement initiatives.
• Manage expectations, priorities, trade-offs, scope changes, escalations, and cross-team dependencies.
• Identify opportunities for modernization, automation, service expansion, and measurable business value.

4. Team, Commercial, and Risk Management

• Lead and develop distributed teams across engineering, QA, DevOps, cloud, integration, data, project management, and support.
• Own demand forecasting, capacity planning, resource fulfilment, utilization, skill development, succession, and critical-role coverage.
• Manage delivery within contractual scope, budget, staffing model, and service commitments; control leakage and scope creep.
• Monitor estimates, effort, productivity, costs, subcontractors, change requests, revenue inputs, and margin improvement actions.
• Maintain active risk, issue, dependency, and action registers with early-warning indicators and mitigation ownership.
• Ensure compliance with client security, quality, audit, change, data-privacy, and operational-control requirements.

5. Continuous Improvement and Automation

• Build a continuous-improvement roadmap linked to delivery speed, quality, stability, productivity, cost, and user experience.
• Drive automation across testing, deployment, monitoring, incident triage, reporting, knowledge management, and recurring operational activities.
• Promote shift-left, self-service, reusable assets, technical-debt reduction, observability, and defect prevention.
• Assess GenAI and agentic-AI opportunities with appropriate security, governance, data-protection, and oversight.

Education and Competencies

• Bachelor's degree in engineering, computer science, information systems, or a related discipline.
• Strong leadership, structured problem solving, negotiation, executive communication, and decision-making skills.
• Ability to balance implementation priorities, operational stability, technical risk, customer expectations, and commercial outcomes.
• Customer-focused, quality-driven, commercially aware, and committed to accountable delivery and continuous improvement.