Sr Service Delivery Manager - Operations Management

HCL Technologies Limited; Frisco (TX); On-site; USD 120,000 - 160,000; Full time

Job summary

HCL Technologies Limited invites applications for a Sr Service Delivery Manager – Operations Management in Frisco, TX / Cary, NC. You will drive seamless application support, lead service excellence, and ensure SLAs within budget constraints.

The role requires guiding teams, managing escalations, and delivering continual service improvements with ITIL practices. Key responsibilities include overseeing ITSM operations (ServiceNow, BMC Remedy), elevating incident management, and presenting

Qualifications

• Experience leading application support and maintenance operations.
• Proven ability to manage escalations and drive continual service improvement.
• Strong knowledge of ITIL frameworks and ITSM tooling.
• Ability to analyze operational data and present insights with Power BI or Tableau.
• Experience managing service delivery within SLAs and budgets.

Responsibilities

• Oversee support operations using ITSM tools to meet SLAs and customer requirements.
• Implement escalation management processes and communicate status to stakeholders.
• Analyze operational metrics with Power BI/Tableau to drive improvements.
• Manage budgets to ensure cost-effective service delivery.
• Identify and mitigate operational risks and escalate as needed.
• Lead and coach support teams and share best practices.

Skills

ITIL-Based Service Delivery

Escalation Management

Leadership & Coaching

Budgeting & Cost Control

Process Improvement

Stakeholder Engagement

Education

ITIL Expert or ITIL 4 Managing Professional

Certified ServiceNow System Administrator

COBIT or ISO/IEC 20000

Tools

ServiceNow

BMC Remedy

Power BI

Tableau

Job description

Sr Service Delivery Manager - Operations Management – Frisco, Texas / Cary, North Carolina

Job Summary

This role ensures seamless application support and maintenance operations, driving high customer satisfaction and adherence to service level agreements within defined budgets. The individual leads operational excellence initiatives, manages escalations, and provides strategic direction to support teams to achieve continual service improvement.

Key Responsibilities

• Oversee support operations using ITSM tools such as ServiceNow and BMC Remedy to ensure service delivery meets agreed SLAs and customer requirements.
• Implement escalation management processes, leveraging root cause analysis and incident tracking systems to resolve critical issues and communicate status to stakeholders.
• Drive process effectiveness and continual improvement by analyzing operational metrics with data visualization platforms like Power BI or Tableau.
• Manage operational budgets using financial management tools to ensure cost-effective service delivery and adherence to budgetary constraints.
• Identify, assess, and mitigate operational risks through proactive monitoring and structured risk management techniques, escalating significant risks to senior management as needed.
• Lead and coach support teams, facilitating knowledge sharing, performance management, and adoption of best practices in application support.

Skill Requirements

• Expert Proficiency In Operations Management Practices And ItilBased Service Delivery.
• Excellent Skills In Escalation Management, Including Incident, Problem, And Major Incident Processes.
• Advanced Proficiency In Itsm Tools Such As Servicenow Or Bmc Remedy.
• Expert Ability To Analyze And Present Operational Data Using Power Bi, Tableau, Or Similar Platforms.
• Excellent Understanding Of Service Level Management, Process Improvement, And Operational Budgeting.
• Strong Leadership, Team Coaching, And Stakeholder Engagement Skills.

Other Requirements

• ITIL Expert or ITIL 4 Managing Professional certification (optional but valuable).
• Certified ServiceNow System Administrator or equivalent ITSM tool certification (optional but valuable).
• COBIT or ISO/IEC 20000 certification (optional but valuable).

Why HCLTech?

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.