Head of Service Delivery

HCLTech; Fremont (CA); On-site; USD 108,000 - 169,000; Full time

Job summary

HCLTech is seeking an experienced Service Delivery Manager or Engagement Manager to lead SAP & Non-SAP applications, ERP/ECC experiences, and large global delivery teams in Fremont, CA. This on-site role requires coordinating with onshore and offshore resources while driving governance and customer satisfaction.

The ideal candidate will manage stakeholders, deliver SLA adherence, and drive continuous improvement in complex technology programs, including transformation initiatives and automation,

Qualifications

• 10+ years of IT Services/Technology experience.
• 5+ years in Service Delivery, Program Delivery, or Account Management roles.
• Strong stakeholder and executive management skills.
• Experience managing global delivery teams and large customer engagements.
• Strong understanding of ITIL processes and service management.
• Experience in delivery governance, metrics reporting, and SLA management.
• Excellent communication, presentation, and leadership skills.

Responsibilities

• Own end-to-end service delivery for customer engagements.
• Act as the primary interface between customer leadership and delivery teams.
• Drive operational governance, delivery reviews, and executive reporting.
• Ensure SLA/KPI adherence and service quality commitments.
• Manage risks, escalations, issue resolution, and mitigation plans.
• Coordinate with onsite, offshore, and cross-functional teams.
• Lead resource planning, demand management, and capacity forecasting.
• Drive continuous improvement initiatives and operational excellence.
• Manage customer expectations and maintain high CSAT scores.
• Support transformation, automation, and process improvement programs.

Skills

SAP & Non-SAP Applications

ERP & ECC Applications

Java & .NET

Data & AI

Snowflake

Power BI

Azure

Resource management

Stakeholder management

ITIL

Global delivery

Communication & leadership

Tools

SAP

Job description

Job Title: Service Delivery Manager or Engagement Manager

Location: Fremont California (100% on site looking for local candidates)

HCLTech is looking for a highly talented and self- motivated Service Delivery Manager or Engagement Manager who will lead SAP & Non-SAP Applications. Service Delivery Manager or Engagement Manager with experience with ERP Applications & ECC Applications. Service Delivery Manager or Engagement Manager with Java, .NET, Data & AI, Snowflake, Power BI, & Microsoft Azure applications Senior Service Delivery Manager or Engagement Manager to join HCL Tech in advancing the technological world through innovation and creativity.

Must Have Experience:

• Service Delivery Manager or Engagement Manager functional who will lead SAP & Non-SAP Applications (Must be able to have conversations with technical teams)
• Experience with ERP application & ECC Applications
• Experience with Java, .Net, Data & AI, Snowflake, PowerBI, & Microsoft Azure
• Service Delivery Manager or Engagement Manager will be responsible to lead 150 to 160 resources mixed onshore & offshore
• Service Delivery Manager o Engagement Manager who can manage Stakeholder, provide solutions
• Service Delivery Manager or Engagement Manager from Semi-Conductor environment
• Service Delivery Manager or Engagement Manager will be required to work with Off-shore Delivery manager for smooth transition
• Service Delivery Manager or Engagement Manager will be required to attend late night calls as needed.

Role Summary

• We are seeking an experienced Service Delivery Manager (SDM) to lead customer engagement, service delivery, operational governance, and stakeholder management for strategic technology programs. The candidate will be responsible for ensuring delivery excellence, SLA compliance, customer satisfaction, resource planning, risk management, and continuous service improvement.

Key Responsibilities

• Own end-to-end service delivery for customer engagements.
• Act as the primary interface between customer leadership and delivery teams.
• Drive operational governance, delivery reviews, and executive reporting.
• Ensure SLA/KPI adherence and service quality commitments.
• Manage risks, escalations, issue resolution, and mitigation plans.
• Coordinate with onsite, offshore, and cross-functional teams.
• Lead resource planning, demand management, and capacity forecasting.
• Drive continuous improvement initiatives and operational excellence.
• Manage customer expectations and maintain high CSAT scores.
• Support transformation, automation, and process improvement programs.

Required Skills & Experience

• 10+ years of IT Services/Technology experience.
• 5+ years in Service Delivery, Program Delivery, or Account Management roles.
• Strong stakeholder and executive management skills.
• Experience managing global delivery teams and large customer engagements.
• Strong understanding of ITIL processes and service management.
• Experience in delivery governance, metrics reporting, and SLA management.
• Excellent communication, presentation, and leadership skills.

Preferred Qualifications

• SAP background preferred (as referenced in the requirement discussion).
• ITIL Foundation/Expert certification.
• PMP, PRINCE2, Agile, or Scrum certifications.
• Experience managing enterprise customers in manufacturing or technology domains.
• Service Delivery Management
• Program & Project Governance
• Customer Relationship Management
• Delivery Operations

Pay Range Minimum: 108,000k

Pay Range Maximum: 169,000k

HCLTech 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.

How You’ll Grow

At HCLTech, we offer continuous opportunities for you to find your spark and grow with us. We want you to be happy and satisfied with your role and to really learn what type of work sparks your brilliance the best. Throughout your time with us, we offer transparent communication with senior-level employees, learning and career development programs at every level, and opportunities to experiment in different roles or even pivot industries. We believe that you should be in control of your career with unlimited opportunities to find the role that fits you best.