Service Delivery Manager - IT Infrastructure

HCLTech; Princeton (NJ); On-site; USD 130,000 - 160,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

401(k) retirement plan

Paid time off

Job summary

HCLTech is seeking a Service Delivery Manager (SDM) for the Genmab account located in Princeton, New Jersey. This role involves end-to-end service delivery governance, customer engagement, and operational oversight, managing performance and ensuring compliance with SLAs and KPIs.

The ideal candidate will have over 15 years of experience in IT service delivery and a deep understanding of ITIL/ITSM governance. Benefits include medical, dental, and a 401(k) retirement plan.

Qualifications

• More than 15 years of experience in IT service delivery/infrastructure operations.
• Prior experience in onsite customer-facing roles within a global delivery model.
• Experience in regulated or enterprise environments, preferably pharma/healthcare.

Responsibilities

• Own overall service delivery performance for the Genmab account.
• Ensure service stability, risk management, and continuity through governance.
• Lead weekly, monthly, and quarterly governance forums with Genmab stakeholders.

Skills

Service Delivery Management

Stakeholder communication

Risk management

Financial awareness

ITIL/ITSM best practices

Education

ITIL certification preferred

Job description

Below is a detailed, Genmab‑specific Job Description for an Onsite Service Delivery Manager (SDM), written in HCL‑standard, audit‑safe language and aligned to the Genmab–HCL operating model, governance forums, and DFS/LSH delivery structure you work with today.

This is suitable for role clarity, onboarding, internal staffing, RFP annexures, or governance documentation.

Job Title

Service Delivery Manager (SDM) – Onsite | Genmab Account

Role Purpose

The Onsite Service Delivery Manager (SDM) for the Genmab account is responsible for end‑to‑end service delivery governance, customer engagement, and operational oversight at the customer location. The role acts as the primary onsite interface between Genmab IT stakeholders and the HCL global delivery organization, ensuring stable operations, contractual compliance, SLA/KPI adherence, and continuous service improvement across Infrastructure, Digital Workplace, and ITSM services.

Key Responsibilities

1. Service Delivery Governance

• Own overall service delivery performance for the Genmab account from an onsite perspective, ensuring alignment with contractual commitments, SLAs, and KPIs.
• Govern day‑to‑day operations across service towers including Service Desk, Digital Workplace, Infrastructure (DC/Cloud), Network, Security, and ITSM.
• Ensure service stability, risk management, and continuity through structured governance, review cadence, and action tracking.
• Act as the primary onsite SPOC for Genmab IT leadership, service owners, and key stakeholders on all delivery‑related matters.
• Build and maintain trusted working relationships with Genmab stakeholders, ensuring transparency, responsiveness, and alignment to expectations.
• Proactively manage customer feedback, concerns, and escalations, coordinating with offshore teams to ensure timely resolution.

3. SLA, KPI & Performance Management

• Monitor SLA and KPI performance, ensuring accurate reporting, variance analysis, and corrective actions where required.
• Drive service assurance, including incident trends, problem management effectiveness, change compliance, and service request performance.
• Support audits and reviews by ensuring documentation, evidence, and reporting are audit‑ready.
• Support economic utilization, cost optimization, and financial discipline in collaboration with offshore SDMs, delivery heads, and finance teams.
• Track service‑level risks such as penalties, service credits, and demand‑supply mismatches, and support mitigation planning.
• Ensure onsite inputs are aligned to budget assumptions and utilization plans.

5. Governance Forums & Reporting

• Lead and represent HCL in weekly, monthly, and quarterly governance forums with Genmab stakeholders.
• Ensure clear, data‑driven reporting on service health, risks, action items, and improvement initiatives.
• Track governance actions to closure and ensure consistent follow‑through across delivery teams.
• Own onsite coordination for major incidents and critical escalations, ensuring appropriate communication, stakeholder updates, and resolution tracking.
• Ensure root cause analysis (RCA), corrective actions, and preventive measures are completed and communicated as per agreed governance.
• Support service transitions, scope changes, and onboarding of new services in line with Genmab–HCL governance and operating models.
• Drive continuous improvement initiatives, including process standardization, service optimization, and automation opportunities.
• Champion ITIL/ITSM best practices, compliance requirements (including GxP/GRC where applicable), and quality standards.

8. Delivery & People Coordination

• Work closely with offshore SDMs, operations managers, architects, and service leads to ensure aligned execution.
• Provide onsite direction to delivery teams on customer priorities, governance expectations, and service quality standards.
• Ensure smooth collaboration between onsite and offshore teams.
• Strong Service Delivery Management and customer‑facing governance experience
• Deep understanding of ITIL / ITSM, SLA/KPI governance, and service assurance
• Excellent stakeholder communication, escalation handling, and reporting skills
• Strong financial awareness and utilization discipline
• Proven ability in risk management, governance, and continuous improvement

Experience & Qualifications

• More than 15+ years of experience in IT service delivery / infrastructure operations
• Prior experience in onsite customer‑facing roles within a global delivery model
• ITIL certification preferred
• Experience in regulated or enterprise environments (pharma/healthcare preferred)

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