Service Delivery Director

HCL Technologies Limited; Hamilton Township (NJ); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Bonuses

Medical benefits

401(k) plan

Paid time off

Job summary

HCL Technologies Limited is seeking an Onsite Service Delivery Manager (SDM) to lead end-to-end service delivery, client relationships, governance, and stakeholder engagement. You will drive service excellence, ensure SLA compliance, manage risks, and guide cross-functional teams to meet business goals.

The role requires managing global delivery teams in onsite-offshore models, strong ITIL-based delivery skills, and solid budgeting/forecasting capabilities.

Qualifications

• ITIL-based service management background.
• Experience leading global onsite-offshore delivery teams.
• Proven SLA/KPI management and service governance.
• Strong stakeholder management and executive communication.
• Experience handling service escalations and major incidents.
• Understanding of managed services, application support, infrastructure or ERP.
• Financial acumen including budgeting and forecasting.

Responsibilities

• Act as the primary contact for customer delivery and governance.
• Manage delivery across AMS, support, enhancement, and project work.
• Ensure adherence to SLAs, KPIs, and quality targets.
• Lead governance meetings and executive reviews.
• Drive customer satisfaction through proactive communication.
• Manage incidents, escalations, and risk mitigation.
• Coordinate with offshore teams for seamless execution.
• Track metrics, resources, finances, and service improvements.
• Identify opportunities for process optimization and automation.
• Support account growth through demand forecasting and planning.

Skills

ITIL-based delivery

Global delivery teams

SLA/KPI management

Stakeholder management

Major incident management

Managed services

ERP environments

Financial acumen

Leadership & negotiation

Team management

Education

ITIL Foundation/Intermediate Certification

PMP/Prince2 or equivalent

SAP/ERP experience

Tools

SAP

Enterprise applications

Digital transformation programs

Job description

The Onsite Service Delivery Manager (SDM) will serve as the primary customer-facing delivery leader, responsible for managing end-to-end service delivery, client relationships, operational governance, and stakeholder engagement. The role requires driving service excellence, ensuring SLA compliance, managing risks and escalations, and leading cross-functional delivery teams to achieve business and operational objectives

Key Responsibilities

Key Responsibilities

• Act as the primary point of contact for customer delivery and operational governance.
• Manage service delivery across AMS, support, enhancement, and project activities.
• Ensure adherence to contractual SLAs, KPIs, service quality targets, and compliance requirements.
• Lead governance meetings, service reviews, monthly operational reviews, and executive business reviews.
• Drive customer satisfaction through proactive communication and issue resolution.
• Manage critical incidents, escalations, risks, and mitigation plans.
• Coordinate with offshore delivery teams to ensure seamless execution and alignment with customer priorities.
• Track project and operational metrics, resource utilization, financial performance, and service improvements.
• Identify opportunities for process optimization, automation, and continuous improvement.
• Support account growth through demand forecasting, resource planning, and identification of transformation opportunities.

Collaborate with client business stakeholders, IT leadership, vendors, and internal management teams

Skill Requirements

Required Skills & Qualifications

• Strong background in IT Service Management (ITIL-based delivery).
• Experience managing global delivery teams in onsite-offshore engagement models.
• Expertise in SLA/KPI management, service governance, and customer relationship management.
• Strong stakeholder management and executive communication skills.
• Experience handling service escalations and leading major incident management.
• Understanding of managed services, application support, infrastructure services, or ERP environments.
• Strong financial acumen including budgeting, forecasting, and cost management.
• Excellent leadership, negotiation, problem-solving, and team management capabilities.

Other Requirements

• ITIL Foundation/Intermediate Certification.
• PMP, Prince2, or equivalent project management certification.
• Experience in SAP, enterprise applications, or digital transformation programs.
• Experience managing large AMS or managed service engagements.

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.

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.