Service Delivery Manager - Operations Management

HCL Technologies Limited; Dadri; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

HCL Technologies Limited is seeking a Service Delivery Manager in Noida to oversee operations delivery, manage escalations, and ensure client requirements are met with excellence. You will guide delivery teams, drive improvements, and strengthen client relationships to impact service quality and satisfaction.

The role emphasizes expertise in operations management, escalation handling, and data visualization using platforms like Power BI or Tableau to monitor key metrics and drive outcomes.

Qualifications

• Expertise in operations management and process optimization.
• Strong escalation management to minimize service disruptions.
• Advanced proficiency with data visualization to monitor and report metrics.
• Understanding of client engagement dynamics and account management.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead operations management activities by analyzing service metrics and implementing process improvements to meet SLAs.
• Manage escalations using established techniques and coordinate with internal teams for timely solutions.
• Provide expert guidance on best practices for operations delivery across client engagements.
• Support business development by offering insights from operations data to enhance services.
• Foster strong client relationships through proactive communication and transparent reporting.
• Share industry knowledge and conduct learning sessions on operations management and escalation handling.

Skills

Operations management

Escalation management

Data visualization

Client engagement

Stakeholder management

Education

ITIL Foundation

Six Sigma Green Belt or Lean

Tools

Power BI

Tableau

Job description

Service Delivery Manager - Operations Management Service Delivery Manager - Operations Management India Job Description Service Delivery Manager - Operations Management Noida, Uttar Pradesh

Job Summary

This role is responsible for overseeing service delivery operations, managing escalations, and ensuring client requirements are met with excellence. The individual will provide expert guidance to delivery teams, drive operational improvements, and foster strong client relationships, directly impacting service quality and customer satisfaction.

Key Responsibilities

1. Lead operations management activities by analyzing service metrics and implementing process improvements using data visualization tools to ensure service levels meet client expectations.
2. Manage escalations by applying escalation management techniques to resolve complex client issues, coordinating with internal teams for timely and effective solutions.
3. Provide expert direction and guidance to delivery teams on operations best practices, ensuring alignment with client requirements and organizational standards.
4. Support business development by identifying opportunities to enhance service offerings through operations management insights and presenting value-driven solutions to clients.
5. Foster professional client relationships by proactively managing account communications and ensuring transparency in service delivery outcomes.
6. Drive knowledge development within the team by sharing industry expertise and facilitating learning sessions on operations management and escalation handling.

Skill Requirements

1. Expert Proficiency In Operations Management With Advanced ProblemSolving And Process Optimization Skills.
2. Excellent Expertise In Escalation Management For Resolving Critical Client Issues And Minimizing Service Disruptions.
3. Advanced Proficiency In Using Data Visualization Platforms (E.G., Power Bi, Tableau) To Monitor, Report, And Communicate Operational Metrics.
4. Strong Understanding Of Client Engagement Dynamics And Account Management Practices.
5. Excellent Communication And Stakeholder Management Skills.

Other Requirements

1. ITIL Foundation or Practitioner certification (optional but valuable).
2. Six Sigma Green Belt or Lean certification (optional but valuable).

Information at a Glance

Why HCLTech?

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.

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