Service Delivery Director

HCLTech; Houston (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

HCLTech is seeking an Operations Leader in Houston to drive operational excellence across delivery teams, ensuring client commitments are met and continuous improvement is embedded. You will lead escalation management, promote data-driven decision making, and align performance with strategic objectives.

The role emphasizes coaching and developing leaders, applying Lean/Kaizen practices, and leveraging Power BI/Tableau to optimize processes and outcomes for clients.

Qualifications

• Experience leading operations teams and achieving SLAs.
• Strong data analytics and visualization skills.
• Ability to implement Lean/Kaizen in delivery.

Responsibilities

• Direct operations management and escalation handling to meet client SLAs.
• Lead Lean and Kaizen initiatives to improve efficiency and quality.
• Use data visualization tools to identify bottlenecks and drive improvements.
• Coach team leaders and managers with performance reviews and frameworks.
• Communicate performance trends to stakeholders to enable timely decisions.
• Foster innovation and align processes with strategic business objectives.
• Develop feedback channels with clients to align service delivery.

Skills

Operational leadership

Escalation management

Continuous improvement

Data-driven decision making

Tools

Power BI

Tableau

Job description

Job Summary

This role is accountable for driving operational excellence, ensuring client commitments are consistently met, and embedding a culture of continuous improvement across delivery teams. The individual leads escalation management, fosters innovation, and utilizes data-driven insights to optimize service quality and operational efficiency. They play a pivotal role in aligning operational performance with strategic business objectives while maintaining a proactive, solution-focused approach.

Key Responsibilities

• Direct operations management and escalation handling by implementing best practices in workflow design, resource allocation, and issue resolution to ensure all client SLAs and internal metrics are achieved.
• Drive process improvement initiatives using Lean, Kaizen, and data visualization platforms such as Power BI or Tableau to identify and resolve bottlenecks, enabling measurable gains in efficiency and quality.
• Oversee escalation management protocols by setting up structured response mechanisms, analyzing root causes, and ensuring rapid resolution of high-impact incidents.
• Guide and coach team leaders and managers by conducting regular performance reviews, sharing operational management frameworks, and promoting a culture of continuous learning and accountability.
• Interpret and communicate operational performance trends using advanced data visualization tools, ensuring key stakeholders are informed and empowered to make timely decisions.
• Champion innovation within operations by leveraging industry best practices and emerging technologies to streamline systems, policies, and processes supporting organizational growth.
• Develop and maintain robust feedback channels with clients to proactively understand evolving requirements and ensure service delivery aligns with client expectations.