Service Delivery Manager (SDM)

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

The Service Delivery Manager (DFS) plays a critical role in overseeing the profitability and operational excellence of service engagements. This position is responsible for managing escalations, ensuring compliance with service agreements, and driving continuous improvement initiatives. The role also emphasizes team development and customer satisfaction, making it essential for achieving the organization's strategic objectives.

Key Responsibilities

• Implement Process Improvement Initiatives By Leveraging Lean It Methodologies And Automation Tools To Enhance Operational Efficiency And Minimize Human Error In Service Delivery.
• Plan And Execute Program And Delivery Management Strategies, Ensuring That Project Margins And Deliverables Align With Financial Targets As Outlined In The Statement Of Work (Sow).
• Lead And Mentor The Service Delivery Team, Fostering An Environment Of Engagement And Professional Development To Improve Employee Retention And Performance.
• Cultivate Strong Customer Relationships By Ensuring High Levels Of Engagement, Satisfaction, And Referenceability Through Proactive Communication And Feedback Mechanisms.
• Drive Resource Upskilling And Development By Facilitating Internal Training Programs And Growth Opportunities, Aligning Team Capabilities With Organizational Needs.

Skill Requirements

• Strong Understanding Of Service Delivery Management Principles And Practices.
• 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.

Other Requirements

• Relevant Certifications Such As Itil, Six Sigma, Or Pmp Are Optional But Valuable

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.

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.