Service Delivery Manager — Lean IT & Customer Growth

HCL Technologies Limited; Dallas (TX); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Employee assistance program

401(k) retirement plan

Paid time off

Paid holidays

Job summary

HCLTech in Dallas seeks a Service Delivery Manager (DFS) to drive profitability and service excellence across engagements. You will manage escalations, ensure SLA compliance, and lead continuous improvement initiatives while developing the delivery team.

You will strengthen customer relationships through proactive communication, balance project margins with the SOW, and mentor staff to enhance retention and performance, aligning capabilities with strategic objectives of the organization.

Qualifications

• Strong understanding of service delivery management principles.
• Proficiency in lean IT and process improvement methodologies.
• Excellent leadership and team management skills.
• Solid customer relationship management and engagement capabilities.
• Experience in financial management and P&L oversight.

Responsibilities

• Implement process improvement initiatives leveraging Lean IT and automation to enhance efficiency and reduce errors.
• Plan and execute program and delivery management strategies to align project margins with the SOW.
• Lead and mentor the service delivery team to improve retention and performance.
• Cultivate strong customer relationships through proactive communication and feedback.
• Drive resource upskilling and development through internal training programs.

Skills

Service Delivery

Lean IT

Leadership

CRM

P&L Oversight

Education

ITIL / Six Sigma / PMP (optional)

Job description

HCLTech in Dallas seeks a Service Delivery Manager (DFS) to drive profitability and service excellence across engagements. You will manage escalations, ensure SLA compliance, and lead continuous improvement initiatives while developing the delivery team.

You will strengthen customer relationships through proactive communication, balance project margins with the SOW, and mentor staff to enhance retention and performance, aligning capabilities with strategic objectives of the organization.