Senior Onsite Service Delivery Manager

HCL Technologies Limited; United States; On-site; USD 120,000 - 190,000; Full time

Job summary

HCL Technologies Limited is seeking an Sr Tower Lead for Onsite Service Delivery and Governance to lead end-to-end network and infrastructure services at the customer site in the United States. The role requires coordinating across offshore/NOC teams, field services, engineering, and third parties to ensure contractual commitments are met and incidents are resolved efficiently.

The candidate will own service performance, governance, escalations, and continual improvement, building strong

Qualifications

• 12-18+ years in IT infrastructure or managed services
• Onsite at customer location with coordination across offshore/NOC, field services, engineering and third parties
• Single point of contact for service performance, governance, escalations and continual improvement
• Experience with governance, OTITSM processes, and contractual deliverables

Responsibilities

• Act as the onsite single point of contact for service delivery, operational governance and customer escalations.
• Maintain an end-to-end view of service health, business impact, stakeholder priorities, contractual obligations and delivery dependencies.
• Drive predictable outcomes through disciplined governance, performance management, risk control, transparent communication and continual service improvement.
• Own the integrated service-delivery view across technical towers, NOC, service desk, ITSM, field services, projects, automation and third-party providers.
• Chair or coordinate daily operational reviews, weekly service reviews, monthly governance and executive service-review preparation as applicable.

Skills

Leadership

Stakeholder management

Service delivery

Tools

Python

Django

PostgreSQL

REST APIs

GraphQL

Docker

Kubernetes

Terraform

Ansible

CI/CD

ServiceNow

Git

MongoDB

Redis

Celery

RabbitMQ

Job description

HCL Technologies Limited is seeking an Sr Tower Lead for Onsite Service Delivery and Governance to lead end-to-end network and infrastructure services at the customer site in the United States. The role requires coordinating across offshore/NOC teams, field services, engineering, and third parties to ensure contractual commitments are met and incidents are resolved efficiently.

The candidate will own service performance, governance, escalations, and continual improvement, building strong