Information Technology Infrastructure Operations Manager

HCLTech; East Aurora (NY); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical, dental, vision, pharmacy,Life

401(k) retirement plan

10 days paid time off

10 paid holidays

Employee assistance program

Disability insurance

On-site role

Job summary

HCLTech in East Aurora, NY, is seeking an IT Information Technology Infrastructure Operations Manager to lead end-to-end service delivery for manufacturing IT infrastructure and end-user computing. This fully on-site role focuses on operational excellence, SLA adherence, stakeholder satisfaction, and ongoing process improvements.

The role requires 10+ years in IT with at least 5+ years in a Service Delivery Manager or similar leadership position, and experience working with US‑based clients

Qualifications

• 10+ years of overall IT experience.
• 5+ years in a Service Delivery Manager or similar leadership role.
• Experience working with US-based clients in an on-site capacity.
• Demonstrated success in client engagement, service stabilization, and growth initiatives.

Responsibilities

• Own end-to-end delivery of IT services including Network, Service Desk, SCCM, Application Packaging, and TEM.
• Ensure all services are delivered in line with SLAs, KPIs, and OLAs.
• Lead daily, weekly, and monthly operational governance with on-site and offshore teams.
• Ensure ITIL-aligned processes are followed and continuously improved.

Skills

Stakeholder management

Technical leadership

Continuous improvement

Business growth

Executive communication

Leadership & decision-making

Commercial acumen

On-site work

Job description

IT Information Technology Infrastructure Operations Manager

Location: East Aurora, NY

Role Summary

The Service Delivery Manager (SDM) will be responsible for end‑to‑end service delivery of IT infrastructure and end‑user computing services for a manufacturing plant environment. This role owns operational excellence, SLA adherence, stakeholder satisfaction, and continuous improvement, while also actively identifying new business opportunities within the client environment.

Key Responsibilities

Service Delivery & Operations

• Own end‑to‑end delivery of IT services including Network, Service Desk, SCCM, Application Packaging, and Telecom Expense Management (TEM).
• Ensure all services are delivered in line with agreed SLAs, KPIs, and OLAs.
• Lead daily, weekly, and monthly operational governance with on‑site and offshore teams.
• Ensure ITIL‑aligned processes are followed and continuously improved.

Skills

• Stakeholder & Client Management
• Technical Oversight (Hands‑on Leadership)
• Drive Continuous Improvement & Transformation through Automation
• Business Growth & New Opportunities: Actively identify new business opportunities within the client environment.
• Excellent stakeholder management and executive communication skills.
• Strong leadership, decision‑making, and escalation management abilities.
• Commercial acumen with the ability to identify and articulate business value.
• Ability to work independently in a fully on‑site role.

Experience

• 10+ years of overall IT experience.
• 5+ years in a Service Delivery Manager or similar leadership role.
• Experience working with US‑based clients in an on‑site capacity.
• Demonstrated success in client engagement, service stabilization, and growth initiatives.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [e-mail] for investigation.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies.

In addition, this role is eligible for the following benefits subject to company policies:

• medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance
• employee assistance program
• 401(k) retirement plan
• 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year)
• 10 paid holidays per year