Information Technology Service Delivery Manager

HCLTech; Frisco (TX); On-site; USD 150,000 - 190,000; Full time

Job summary

HCLTech, serving the BSWH account in Frisco, Texas, seeks an Onsite Service Delivery Manager to lead 24x7 operations from the client site, coordinating US hours with India delivery teams and acting as the primary interface for escalations, governance and service continuity.

You will drive incident and change governance, engage stakeholders across IT, security, risk and compliance, and ensure timely action on open items, with a focus on security posture, performance metrics and executive updates.

Qualifications

• Extensive security leadership and governance experience required.
• Proven ability to manage 24x7 security operations and escalations.
• Experience implementing security controls and incident response processes.

Responsibilities

• Act as onsite single point of contact for escalations, governance and urgent coordination.
• Coordinate US hours from CSFC Frisco Dallas with India delivery teams.
• Drive incident, problem and change management with stakeholders.
• Provide executive-ready updates and risk/trend summaries for BSWH governance.

Skills

Onsite leadership

Security operations

Stakeholder governance

Incident management

Change management

PKI management

Vendor coordination

Executive communication

Education

Bachelor's degree in CS/IT/Engineering

CISSP certification

MBA (desirable)

Tools

Cisco firewalls

Palo Alto firewalls

SIEM

WAF

Keyfactor

Entrust

Job description

The Onsite Service Delivery Manager will act as the dedicated onsite lead for BSWH, representing HCLTech at the client office and serving as the primary delivery interface for escalations, operational governance, stakeholder coordination and 24x7 service continuity. The role will bridge BSWH stakeholders, the HCLTech CSFC Frisco Dallas team during US business hours and India delivery teams during off-hours to ensure consistent security operations, timely escalation handling and measurable service outcomes.

Steady-State Delivery Context

• Services will be delivered 24x7 through an HCLTech CSFC - US Hybrid model.
• US business hours will be supported from CSFC Frisco Dallas, with remaining coverage supported from India.
• One dedicated onsite FTE will sit out of the BSWH office to handle escalations, delivery support and operations.
• The onsite lead will coordinate daily operational rhythm, stakeholder updates, transition of open items across regions and cross-team follow-through.

Key Responsibilities

Client Engagement and Stakeholder Management

• Act as an extension of the BSWH IT and Security leadership team, aligning operational priorities with BSWH security objectives.
• Serve as the onsite single point of contact for delivery escalations, service governance, operational clarifications and urgent coordination.
• Build trusted working relationships with BSWH technology, security, operations, risk, audit and compliance stakeholders.
• Translate business and security requirements into actionable service priorities for CSFC Frisco Dallas and India delivery teams.

24x7 Hybrid Delivery Coordination

• Coordinate the US Hybrid support model across CSFC Frisco Dallas, India delivery centers and onsite BSWH teams.
• Ensure seamless handoff of incidents, escalations, open actions, service risks and operational updates between US business hours and off-hours teams.
• Monitor adherence to operational cadence, including daily checkpoints, incident reviews, SLA follow-up, backlog aging and priority issue resolution.
• Support service continuity planning for high-priority incidents, change windows, major escalations and executive visibility items.

Escalation, Incident and Operations Leadership

• Drive structured escalation management for security operations, including triage coordination, owner alignment, status updates and closure tracking.
• Work with delivery teams on incident management, problem management, change management, configuration management and asset-related service processes.
• Assist in action planning following data security incidents and coordinate implementation of BSWH-approved controls within agreed timelines.
• Provide operational insights, trend summaries, risks, blockers and recommendations to support client governance discussions.

Security Advisory and Roadmap Support

• Provide security thought leadership, consulting input and practical recommendations based on industry best practices.
• Support creation, review and updates of BSWH security roadmaps, service improvement plans and security architecture documentation.
• Review business requirements, security requirements, platform decisions, proposed changes and technology configurations, then recommend fit-for-purpose security solutions.
• Participate in proof-of-concept activities, roadmap discussions, quarterly technology reviews and review of new technology statements of work.

Information Security Management and Governance

• Support the review and enhancement of security standards, procedures, controls and operating documentation where existing policies are lacking or require improvement.
• Maintain security documentation related to BSWH enterprise security architecture and ensure agreed documents remain available to appropriate client stakeholders.
• Participate in change management reviews for equipment, software and network changes that may have security or operational impact.
• Support ISMS-related updates, repositories, policy alignment, audit readiness and correctness of information security records within the service scope.

Reporting, Governance and Continuous Improvement

• Prepare and present crisp operational updates, escalation summaries, risk views, action trackers and service improvement status for governance meetings.
• Use service metrics, incident trends and stakeholder feedback to identify improvement opportunities and drive corrective actions.
• Coordinate training material updates and knowledge sharing when design, process or software feature changes are approved.
• Ensure operational commitments, action owners and due dates are tracked through closure with clear accountability.

Required Experience and Skills

• 15 - 20 years of relevant information technology experience, including 10 - 12 years in IT security risk, security defenses and security technologies.
• Strong experience in onsite service delivery leadership, managed security services, stakeholder governance and escalation management.
• Demonstrated experience designing, developing and implementing security processes, procedures, controls and security solutions.
• Working knowledge of security infrastructure such as Cisco and Palo Alto firewall platforms, IPS, WAF, endpoint protection & SIEM
• Hands-on experience with Cisco and Palo Alto firewall management, including policy administration, rule lifecycle management, change validation, troubleshooting, VPN/security policy support and operational governance.
• Experience with PKI and certificate lifecycle management, including certificate inventory, issuance, renewal, revocation, expiry tracking and coordination using tools such as Keyfactor and Entrust.
• Understanding of enterprise IT infrastructure including applications, databases, Windows, Unix, Linux, hypervisors, WAN/LAN networks, storage, backup networks and media.
• Strong working knowledge of IT service management, including change, configuration, asset, incident and problem management.
• Ability to review architecture decisions, test results, technology roadmaps, platform selections, proposed configurations and statements of work from an operational security perspective.
• Excellent verbal, written and interpersonal communication skills, with the ability to provide executive-ready updates and communicate across technical and business teams.
• Experience working with legal, audit and compliance teams is highly desirable.

Qualifications and Certifications

• Bachelor’s degree in Computer Science, Information Technology, Computer Engineering or related field is required.
• Post-graduate degree in Computer Science, Information Technology, Computer Engineering or MBA is desirable.
• CISSP certification is preferred; equivalent security, risk, cloud, ITSM or governance certifications will be considered relevant based on experience.
• Proven project management and multi-workstream coordination skills are required.

Operating Cadence and Expected Deliverables

Expected Focus

Primary Output

Daily

Operational checkpoints, escalations, priority incident follow-up, handoff between US and India teams.

Daily action tracker and escalation status

Service performance review, open risks, backlog aging, improvement actions and stakeholder alignment.

Weekly service summary and action log

Monthly

Trend review, governance metrics, service improvement progress and operational risk assessment.

Monthly governance pack inputs

As Needed

Major incident coordination, change risk review, urgent stakeholder updates and executive escalation support.

Incident or escalation briefing

Success Measures

• Stable 24x7 service coordination across onsite, CSFC Frisco Dallas and India delivery teams.
• Faster escalation response with clear ownership, timeline visibility and closure discipline.
• Improved client confidence through proactive communication, executive-ready reporting and onsite accountability.
• Reduced operational friction through structured governance, service improvement tracking and clear handoff discipline.
• Consistent alignment of security operations with BSWH priorities, roadmap needs and compliance expectations.

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 work location, 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); and 10 paid holidays per year.