Senior Service Delivery Manager

HCLTech; Pittsburgh (Allegheny County); On-site; USD 110,000 - 150,000; Full time

Job summary

HCLTech is seeking an experienced Service Delivery Manager to lead end-to-end IT infrastructure and workplace services, including Datacenter & Cloud Operations and Digital Workplace delivery across SD, FSO, and Deskside Support.

The role focuses on service quality, SLA adherence, customer satisfaction, operational stability, and continuous improvement with strong incident management and governance responsibilities.

Qualifications

• Strong governance and reporting skills across SLA/KPI management.
• Experience in incident lifecycle management and RCA.
• Knowledge of ITSM tools and multi-tower delivery environments.

Responsibilities

• Own end-to-end service delivery across infrastructure and workplace towers.
• Ensure adherence to SLAs, KPIs, OLAs and contractual commitments.
• Lead Major Incident (P1/P2) management and communicate with stakeholders.

Skills

Stakeholder engagement

Communication

Crisis management

Multi-tower delivery

Accountability

Education

ITIL v3/ITIL 4

PMP

Prince2

Azure/AWS certifications

Tools

ServiceNow

Job description

Job Description – Service Delivery Manager

Role Summary

We are looking for an experienced Service Delivery Manager to lead end-to-end IT infrastructure and workplace services delivery, covering Datacenter & Cloud Operations and Digital Workplace (DWP) services including Service Desk (SD), Field Support Operations (FSO), and Deskside Support.

The role is accountable for service quality, SLA adherence, customer satisfaction, operational stability, and continuous improvement, ensuring seamless IT support for business operations.

Key Responsibilities

1. Service Delivery & Governance

• Own end-to-end service delivery across infrastructure and workplace towers
• Ensure adherence to SLAs, KPIs, OLAs, and contractual commitments
• Drive governance through:
• Daily operational reviews
• Weekly/monthly service reviews
• Executive reporting and dashboards
• Monitor and improve service performance through structured reporting and analytics
• Manage and govern:
• Datacenter infrastructure (servers, storage, virtualization, backup, DR)
• Cloud environments (Azure / AWS / private cloud)

3. Digital Workplace Delivery (DWP)

• Oversee delivery across:
• FSO (field support across locations)
• Deskside Support (onsite and IMAC activities)
• Lead Major Incident (P1/P2) management, ensuring minimal downtime
• Govern the incident lifecycle from logging to closure
• Drive Root Cause Analysis (RCA) and problem elimination
• Ensure timely communication to stakeholders during critical incidents
• Manage cross-functional teams across:
• Datacenter and Cloud teams
• Ensure:
• Resource planning and utilization
• Performance management and coaching
• Govern vendor performance and service compliance

Technical Skills

• Strong expertise in:
• Datacenter operations and infrastructure management
• Digital Workplace services (SD, FSO, Deskside)
• Deep understanding of:
• SLA/KPI governance and reporting
• Experience in ITSM tools (ServiceNow preferred)

Leadership & Behavioral Skills

• Strong stakeholder and customer engagement skills
• Excellent communication and presentation ability
• Strong escalation and crisis management capability
• Ability to manage multi-tower delivery in a complex environment
• High ownership and accountability mindset

Preferred Certifications

• ITIL v3 / ITIL 4
• Cloud certifications (Azure / AWS)
• PMP / Agile certifications / Prince (Nice to have)

Key Performance Indicators (KPIs)

• SLA and KPI adherence
• Customer Satisfaction (CSAT)
• Mean Time to Resolve (MTTR)
• Ticket backlog and aging
• Change success rate
• Cost optimization and productivity improvements

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