Service Delivery Lead

HCLTech; Phoenix (AZ); On-site; USD 164,000 - 263,000; Full time

Job summary

HCLTech is seeking a Service Delivery Lead/Manager (SDM) to own end-to-end service delivery for the Americas application portfolio, driving operational excellence, release management, and SDLC governance to ensure contractual SLAs and business outcomes.

The role leads cross-functional teams across SAP, middleware, digital platforms and open applications, champions ITIL practices, and partners with business stakeholders to deliver reliable, secure, and continuously improving services.

Qualifications

• End-to-end service delivery for the Americas application portfolio.
• Govern SDLC governance and ITIL best practices to ensure service quality.
• Lead stakeholder engagement and drive continuous improvement.

Responsibilities

• Own end-to-end service delivery for the Americas application portfolio.
• Ensure achievement of contractual SLAs, KPIs, XLAs, and business outcome targets.
• Lead service reviews, governance meetings, and executive reporting.
• Drive proactive risk management, issue resolution, and escalation management.
• Manage relationships with customer stakeholders, product owners, and technology leaders.
• Ensure high levels of customer satisfaction and service reliability.
• Drive growth through credibility and trust.
• Govern our SDLC across application enhancements, maintenance, testing, deployment, and production support.
• Ensure adherence to Agile, DevOps, and release management practices.
• Oversee demand intake, estimation, prioritization, planning, testing, deployment, and post-implementation reviews.
• Drive automation and AI-enabled delivery improvements.
• Collaborate with architecture, product management, and business teams to align investments with objectives.
• Ensure deployment quality through testing, release controls, and change validation processes.
• Champion ITIL practices across Change Enablement, Service Request Management, Knowledge Management.
• Lead root cause analysis and corrective action plans.
• Drive reduction of recurring incidents and technical debt.
• Ensure operational processes are documented, measured, and improved.

Job description

HCLTech is looking for a highly talented and self- motivated Service Delivery Lead/Manager (SDM) to join in advancing the technological world through innovation and creativity.

Job Title

Service Delivery Lead/Manager

Job ID

119833

Position Type

Full Time

Location

Phoenix, AZ (on-site)

Summary

The Application Service Delivery Manager (SDM) is responsible for the end-to-end delivery, operational excellence, and continuous improvement of HCLTech’s Application Services portfolio across the Americas region. The role serves as the primary point of accountability for service performance, application support, release management, SDLC governance, ITIL process adherence, stakeholder satisfaction, and business outcomes.

This leader will oversee value-stream aligned application support and feature delivery teams while ensuring reliability, stability, security, and continuous enhancement of business-critical platforms including SAP, Middleware, Digital Platforms and Open Applications.

The SDM will drive a culture of operational excellence through disciplined SDLC execution, ITIL best practices, proactive service management, and business relationship management.

Key Responsibilities

Service Delivery Leadership

• Own end-to-end service delivery for the Americas application portfolio.
• Ensure achievement of contractual SLAs, KPIs, XLAs, and business outcome targets.
• Lead service reviews, operational governance meetings, and executive reporting.
• Drive proactive risk management, issue resolution, and escalation management.
• Manage relationships with HCLTech’s customer’s business stakeholders, product owners, and technology leaders.
• Ensure high levels of customer satisfaction and service reliability.
• Drive growth through credibility and trust.

SDLC Governance & Application Delivery

• Govern our Software Development Life Cycle (SDLC) across application enhancements, maintenance, testing, deployment, and production support.
• Ensure adherence to Agile, DevOps, and release management practices.
• Oversee demand intake, estimation, prioritization, planning, testing, deployment, and post-implementation reviews.
• Drive automation and AI-enabled delivery improvements.
• Collaborate with architecture, product management, and business teams to align technology investments with business objectives.
• Ensure deployment quality through robust testing, release controls, and change validation processes.
• Champion ITIL best practices across:
• Change Enablement
• Service Request Management
• Knowledge Management
• Lead root cause analysis efforts and corrective action plans.
• Drive reduction of recurring incidents and technical debt.
• Ensure operational processes are documented, measured, and continually improved.

Operational Excellence & Continuous Improvement

• Establish metrics-driven governance focused on availability, reliability, service quality, customer experience, and business value.
• Identify automation opportunities using AI, analytics, and DevOps practices.
• Lead service improvement initiatives to increase efficiency, reduce risk, and improve user experience.
• Implement proactive monitoring, predictive analytics, and operational insights to improve application stability.

Stakeholder & Relationship Management

• Act as the trusted advisor for application services within the Americas region.
• Partner closely with HCLTech customer’s business leaders, product owners, and regional stakeholders.
• Communicate service performance, risks, roadmap progress, and improvement opportunities.
• Facilitate alignment between business priorities and technology delivery teams.
• Support strategic planning, portfolio management, and optimization initiatives.
• Lead geographically distributed delivery teams across onshore and offshore locations.
• Develop high-performing support and feature delivery squads.
• Mentor technical leads, service managers, and application specialists.
• Foster a culture of accountability, innovation, collaboration, and customer centricity.
• Manage staffing, capacity planning, succession planning, and performance management

Experience

This is Senior role requiring experience listed in the functional areas as well as comfort with executive stakeholder interaction and management. SDLC execution, ITIL best practices, proactive service management and business relationship management are must haves for this position.

Pay and Benefits

Pay Range Minimum: $164,000 per year

Pay Range Maximum: $263,000 per year

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 investigations.

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.