Senior Service Delivery Manager

HCL Technologies Limited; Columbus (OH); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Pharmacy benefits

Life insurance

AD&D insurance

Disability insurance

401(k) retirement plan

Paid time off

Paid holidays

Job summary

HCL Technologies Limited is seeking a Service Delivery Manager – Infrastructure in Columbus, OH to ensure seamless operation, maintenance and continuous improvement of customer application infrastructure. You will lead a squad focused on cloud/on‑prem strategies, automate where possible and manage incidents, changes and capacity planning.

The role requires strong leadership, knowledge of Azure, Windows/Linux, and security/compliance best practices, plus experience with ITSM tools and DevOps

Qualifications

• Proven experience in large-scale IT operations, migrations and cloud/on-prem strategies.
• Strong leadership and communication skills.
• Experience with DevOps practices and automation.

Responsibilities

• Identify automation and optimization opportunities to improve efficiency.
• Drive initiatives to enhance infrastructure scalability, security and cost effectiveness.
• Collaborate with cross‑functional teams to optimize cloud service performance.
• Ensure delivery of application infrastructure services meeting SLAs and KPIs.
• Oversee incident, problem and change management for Application Infrastructure.
• Coordinate with vendors and manage contracts, budgets and relationships.

Skills

IT operations

Cloud & on‑prem strategies

Azure expertise

ITSM Tools (ServiceNow)

DevOps & CI/CD

Security & compliance

Leadership & stakeholder mgmt

Incident & change management

Tools

ServiceNow

CI/CD tools

Job description

Service Delivery Manager – Infrastructure is responsible for ensuring the smooth operation, maintenance and continuous improvement of customer’s application infrastructure.

• Proven experience in large-scale IT operations, migrations and cloud/on-prem strategies
• Strong knowledge of Azure and on-premises environments including Windows/Linux, Integration and BI platforms
• Proven experience with ITSM Tools preferably ServiceNow
• Experience with DevOps practices, CI/CD pipelines and automation tools
• Knowledge of security best practices and compliance frameworks
• Strong leadership, stakeholder management and communication skills
• Strong problem solving skills and ability to manage escalations effectively

• Identify and implement automation and optimization opportunities to improve efficiency
• Drive initiatives to enhance infrastructure scalability, security and cost effectiveness

• Knowledge of automation, DevOps practices, and CI/CD pipelines
• Strong Squad based P&L management skill
• Collaborate with cross‑functional teams (Engineering, DevOps, Security, etc.) to optimize cloud service performance.

• Ensure the seamless delivery of application infrastructure services meeting SLAs and KPIs.
• Oversee incident, problem and change management processes for Application Infrastructure
• Monitory system performance uptime, and capacity to ensure optimal service availability People, Collaborate with IT operations and infrastructure teams to manage application hosting environments
• Ensure proactive maintenance, patching and updates for Application infrastructure components
• Manage cloud and on‑premise infrastructure solutions, ensuring efficiency and security

• Coordinate with third party service providers and vendors to ensure effective service delivery
• Manage contracts, budgets and relationship with infrastructure and cloud service providers
• Act as the main point of contact for infrastructure-related escalations and service improvements Continuous improvement & Optimization

• Lead a team of Service Owners, engineers and SMEs
• Mentor and upskill teams in emerging technologies and best practices
• Foster a culture of innovation, collaboration and continuous improvement Infrastructure Operations & Support:

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); and 10 paid holidays per year