Service Project Manager - IT Infra

HCLTech; New York (NY); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Pharmacy benefits

Life insurance

AD&D

Disability insurance

Employee assistance program

401(k) retirement plan

10 days PTO per year

10 paid holidays per year

Job summary

HCLTech is seeking a Service Delivery Manager to oversee the end-to-end IT services delivery for clients, ensuring SLA adherence and customer satisfaction from India to global operations. The role interfaces with the client, internal teams, vendors, and stakeholders to maintain service performance and governance.

Ideal candidates will bring proven SDM experience in IT settings, strong leadership, and the ability to drive continuous improvement and cost optimization while managing risk and

Qualifications

• Bachelor’s degree in information technology, or a related field.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving skills.

Responsibilities

• Manage global service delivery operations and ensure SLA compliance.
• Serve as primary interface between the customer, internal delivery teams, vendors and stakeholders.
• Drive cost optimization through workforce rationalization and efficiency initiatives.
• Lead high-performing delivery teams focused on service quality and continuous improvement.
• Maintain governance, risk management and incident/change management practices.
• Ensure timely project completions per client agreements and proposals.

Skills

Leadership

People management

Communication

Analytical thinking

Problem solving

Education

Bachelor’s degree in information technology or related field

Job description

The Service Delivery Manager (SDM) is responsible for the overall delivery of IT services to customers, ensuring SLA compliance, customer satisfaction, operational excellence, financial performance, and continuous service improvement. The role acts as the primary interface between the customer, internal delivery teams, vendors, and stakeholders, with accountability for service performance, risk mitigation, escalation management, and overall delivery governance.

A summary of the key requirements is provided below:

• Proven experience in a Service Delivery Manager role within the IT industry. Experience in managing global service delivery operations.
• Build trust and relationship with Client to identify potential issues proactively and develop early warning system for HCL to mitigate issues before it reaches critical state
• Delivered stable and predictable service operations while consistently meeting contractual SLA commitments and customer satisfaction objectives.
• Be proactive in suggesting initiatives to increase the service offered to the client, including understanding how existing processes can be changed or improved to aid Customer business
• Successfully transformed challenged engagements into stable, trusted customer accounts through strong governance, execution discipline, and operational excellence.
• Drive significant cost optimization through workforce rationalization, productivity improvements, and cloud efficiency initiatives.
• Built and led high-performing delivery teams focused on service quality, accountability, and continuous improvement.
• Strengthened executive stakeholder relationships through proactive communication, risk management, and outcome-driven service delivery.
• Reduced operational risk by implementing robust Incident, Problem, and Change management practices.
• Enhanced audit readiness and compliance through disciplined process adherence and governance controls.
• Led large-scale transitions and transformation projects with minimal business disruption while maintaining service continuity.
• Ensure that the projects initiated by the customer are completed as per the agreed timelines, costs, etc. and relevant proposals are submitted within the stipulated timeframe.
• Determine IT operations service requirements by analyzing needs of users/departments; prioritizing modifications to core system applications; resolves organizational conflict; developing and implementing documentation requirements for problem resolution.
• Track and Manage performance of team members, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
• Must have good People Management, Crises management and conflict management
• Bachelor’s degree in information technology, or a related field
• Strong leadership and people management skills.
• Excellent communication on and interpersonal skills.
• Strong analytical and problem-solving skills.

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
• 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