Regional IT Service Delivery & Transformation Lead

HCLTech; Hamilton (OH); Hybrid; USD 120,000 - 180,000; Full time

Job summary

HCLTech is seeking a Regional Services Manager to lead end-user and infrastructure support across a defined geography, ensuring delivery excellence and SLA compliance. You will act as the primary contact for regional stakeholders, drive transformation initiatives, and mentor cross-functional teams to improve employee experience.

The role emphasizes governance, cost optimization, and high-quality VIP support, with a focus on regional operational budgets and risk management.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field.
• 10+ years of IT Services experience with 5+ years in leadership roles.
• Experience managing global or regional end-user support operations.
• Strong knowledge of ITIL, Service Management, and Infrastructure Operations.
• Proven experience managing customer-facing service delivery environments.

Responsibilities

• Own end-to-end service delivery for Deskside Support, Field Services, Smart Hands, and End User Computing services within the assigned region.
• Ensure contractual SLAs, XLAs, KPIs, and operational targets are consistently achieved.
• Drive operational excellence through proactive issue management, problem management, and service reviews.
• Lead regional governance meetings and present service performance metrics to customer stakeholders.
• Manage major incidents and ensure timely restoration of services.
• Serve as the primary regional escalation point for business and customer stakeholders.
• Develop strong relationships with customer leadership, site management, and technology teams.
• Ensure high-quality VIP and executive support services.
• Provide regular updates on service health, risks, and improvement initiatives.
• Lead and mentor regional support managers, site leads, and technical teams.
• Drive employee engagement, capability development, and succession planning.
• Manage workforce planning, demand forecasting, and resource optimization.
• Foster a culture of accountability, collaboration, innovation, and customer-centricity.

Skills

Leadership

End-user support

ITIL knowledge

Customer-facing delivery

Regional operations

Education

Bachelor’s degree in IT/CS/Engineering

Job description

HCLTech is seeking a Regional Services Manager to lead end-user and infrastructure support across a defined geography, ensuring delivery excellence and SLA compliance. You will act as the primary contact for regional stakeholders, drive transformation initiatives, and mentor cross-functional teams to improve employee experience.

The role emphasizes governance, cost optimization, and high-quality VIP support, with a focus on regional operational budgets and risk management.