Service Delivery Director

HCLTech; Orlando (FL); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) retirement plan

10 days of paid time off per year

10 paid holidays per year

Job summary

HCLTech is seeking a senior IT infrastructure leader to guide strategy and execution of service delivery across on-prem, cloud, and hybrid environments. You will act as the escalation point for major incidents and lead incident reviews while aligning with senior IT leadership.

You will manage vendor relationships, drive automation, and partner with security teams to embed resilience. A strong emphasis on staff development and governance will shape this role.

Qualifications

• Strategic IT infrastructure leadership experience.
• Ability to manage on-prem, cloud and hybrid environments.
• Experience in incident response and post-incident reviews.
• Strong vendor and partner relationship management.
• Ability to drive automation in operations and improve resilience.

Responsibilities

• Lead strategy, planning and execution of IT infrastructure service delivery across environments.
• Escalation point for critical incidents; lead major incident response and post-incident reviews.
• Primary contact for infrastructure service delivery with business units and IT leadership.
• Manage relationships with infrastructure vendors, MSPs and technology partners.
• Build relationships across IT and business to enable outcomes and align with strategy.
• Define and communicate infrastructure services roadmap aligned with enterprise priorities.
• Provide thought leadership and plan AI/Gen AI capabilities where applicable.
• Drive adoption of automation-first approaches in operations.
• Partner with CISO to embed security in infrastructure operations.
• Champion a customer-focused service culture within infrastructure.
• Lead contract negotiations, SLA reviews and vendor performance evaluations.
• Establish governance for infrastructure standards and lifecycle management.
• Lead, mentor and develop infrastructure teams; set performance objectives.
• Oversee staffing and workforce planning to meet business demands.
• Provide regular reporting on service health, incidents, capacity and strategic initiatives to executives.

Skills

Strategic leadership

IT infrastructure management

Major incident response

Vendor management

Automation adoption

Security collaboration

Mentoring and team development

Stakeholder communication

Job description

• Lead the strategy, planning, and execution of IT infrastructure service delivery across on-premises, cloud, and hybrid environments.
• Serve as an escalation point for critical infrastructure incidents; lead major incident response and post-incident reviews.
• Serve as the primary point of contact for infrastructure service delivery with business units, senior leadership, and IT leadership.
• Manage relationships with key infrastructure vendors, managed service providers, and technology partners.
• Build strong relationships across IT and business functions to ensure infrastructure services enable business outcomes.
• Drive alignment between IT infrastructure capabilities and evolving business requirements
• Define and communicate the infrastructure services roadmap aligned with enterprise technology strategy and business priorities.
• Provide Thought leadership and demonstrate competency to plan and implement AI/Gen Ai capabilities wherever applicable
• Drive adoption of automation-first approaches across infrastructure operations
• Partner with the CISO and Security teams to embed security and resilience principles into infrastructure operations.
• Champion a collaborative, customer-focused service culture within the infrastructure organization
• Lead contract negotiations, SLA reviews, and vendor performance evaluations.
• Establish governance frameworks for infrastructure standards, architecture patterns, and technology lifecycle management.
• Lead, mentor, and develop a team of infrastructure managers, engineers, and operations staff.
• Set clear performance objectives, foster a culture of accountability, and drive continuous skills development.
• Manage staffing, hiring, and workforce planning to ensure the team has the capacity and expertise to meet business demands.

Provide regular reporting on service health, incidents, capacity, and strategic initiatives to executive stakeholders.

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)
• 10 paid holidays per year