Sr Tower Lead (Support & Operations)

HCLTech; United States; On-site; USD 120,000 - 190,000; Full time

Job summary

HCL Technologies Limited is seeking an Sr Tower Lead for Onsite Service Delivery and Governance to lead end-to-end network and infrastructure services at the customer site in the United States. The role requires coordinating across offshore/NOC teams, field services, engineering, and third parties to ensure contractual commitments are met and incidents are resolved efficiently.

The candidate will own service performance, governance, escalations, and continual improvement, building strong

Qualifications

• 12-18+ years in IT infrastructure or managed services
• Onsite at customer location with coordination across offshore/NOC, field services, engineering and third parties
• Single point of contact for service performance, governance, escalations and continual improvement
• Experience with governance, OTITSM processes, and contractual deliverables

Responsibilities

• Act as the onsite single point of contact for service delivery, operational governance and customer escalations.
• Maintain an end-to-end view of service health, business impact, stakeholder priorities, contractual obligations and delivery dependencies.
• Drive predictable outcomes through disciplined governance, performance management, risk control, transparent communication and continual service improvement.
• Own the integrated service-delivery view across technical towers, NOC, service desk, ITSM, field services, projects, automation and third-party providers.
• Chair or coordinate daily operational reviews, weekly service reviews, monthly governance and executive service-review preparation as applicable.

Skills

Leadership

Stakeholder management

Service delivery

Tools

Python

Django

PostgreSQL

REST APIs

GraphQL

Docker

Kubernetes

Terraform

Ansible

CI/CD

ServiceNow

Git

MongoDB

Redis

Celery

RabbitMQ

Job description

Career Opportunities: Sr Tower Lead (Support & Operations) (188272)

Requisition ID188272-Posted11/02/2026

Job Summary : SERVICE MANAGEMENT & ACCOUNT GOVERNANCEs Network Service Delivery Manager - Onsite Detailed Roles & Responsibilities | Job Description Role level Senior Service Delivery Manager / Account Delivery Lead Experience 12-18+ years in IT infrastructure or managed services, including customer-facing delivery leadership Work location Onsite at the customer location, with coordination across offshore/NOC, field services, engineering and third parties Primary purpose Single point of contact for service performance, stakeholder engagement, governance, escalations and continual improvement Service scope Managed infrastructure and network services, ITSM processes, field services, vendors, reporting, risk and contractual deliverables Operating model Business-hours onsite leadership with availability for critical incidents, executive escalations and planned governance Document use SOW role definition, staffing profile, recruitment, onboarding and operating-model alignment 1. Role Purpose The Onsite Service Delivery Manager is the senior customer-facing owner for day-to-day service delivery. The role connects customer stakeholders with onsite, offshore, NOC, engineering, field-service, ITSM, project and supplier teams; ensures services are delivered against agreed contractual commitments; provides a clear escalation path; and converts operational performance, risks and customer feedback into accountable improvement actions.

• Act as the onsite single point of contact for service delivery, operational governance and customer escalations.
• Maintain an end-to-end view of service health, business impact, stakeholder priorities, contractual obligations and delivery dependencies.
• Drive predictable outcomes through disciplined governance, performance management, risk control, transparent communication and continual service improvement.

2.1 Customer Relationship & Onsite Leadership

• Build trusted working relationships with customer IT leadership, business stakeholders, store/site operations, service owners and retained-organization contacts.
• Maintain a visible onsite presence and act as the primary interface between the customer and delivery organization for operational matters.
• Understand business priorities, critical periods, planned initiatives and stakeholder expectations; translate them into delivery priorities and action plans.
• Provide white-glove coordination for business-critical stakeholders and ensure concerns are acknowledged, owned, communicated and progressed to closure.
• Manage expectations factually and transparently, including constraints, dependencies, risks, decisions and required customer actions.
• Develop backend and full-stack features using Python, Django, and PostgreSQL.
• Build and maintain REST / GraphQL APIs.
• Create automation workflows for network operations and approvals.
• Work with MongoDB, Redis, Celery, and RabbitMQ for data handling and background tasks.
• Deploy and manage applications using Docker and Kubernetes.
• Support automation using Terraform and Ansible.
• Build CI/CD pipelines using GitLab CI, Jenkins, or GitHub Actions.
• Integrate with tools such as ServiceNow, Git, and network vendor APIs.
• UI full stack experience for JS and HTML catalogs creations.

2.2 End-to-End Service Delivery Governance

• Own the integrated service-delivery view across technical towers, NOC, service desk, ITSM functions, field services, projects, automation and third-party providers.
• Ensure operational work follows the agreed SOW, MSA, RACI, service-management manual, standard operating procedures and customer policies.
• Chair or coordinate daily operational reviews, weekly service reviews, monthly governance and executive service-review preparation as applicable.
• Maintain governance calendars, agendas, minutes, decisions, actions, owners, due dates and closure evidence.
• Ensure service-introduction, operational-readiness and hypercare activities are planned

Key Responsibilities

Job Responsibilities : SERVICE MANAGEMENT & ACCOUNT GOVERNANCEs Network Service Delivery Manager - Onsite Detailed Roles & Responsibilities | Job Description Role level Senior Service Delivery Manager / Account Delivery Lead Experience 12-18+ years in IT infrastructure or managed services, including customer-facing delivery leadership Work location Onsite at the customer location, with coordination across offshore/NOC, field services, engineering and third parties Primary purpose Single point of contact for service performance, stakeholder engagement, governance, escalations and continual improvement Service scope Managed infrastructure and network services, ITSM processes, field services, vendors, reporting, risk and contractual deliverables Operating model Business-hours onsite leadership with availability for critical incidents, executive escalations and planned governance Document use SOW role definition, staffing profile, recruitment, onboarding and operating-model alignment 1. Role Purpose The Onsite Service Delivery Manager is the senior customer-facing owner for day-to-day service delivery. The role connects customer stakeholders with onsite, offshore, NOC, engineering, field-service, ITSM, project and supplier teams; ensures services are delivered against agreed contractual commitments; provides a clear escalation path; and converts operational performance, risks and customer feedback into accountable improvement actions.

• Act as the onsite single point of contact for service delivery, operational governance and customer escalations.
• Maintain an end-to-end view of service health, business impact, stakeholder priorities, contractual obligations and delivery dependencies.
• Drive predictable outcomes through disciplined governance, performance management, risk control, transparent communication and continual service improvement.

2.1 Customer Relationship & Onsite Leadership

• Build trusted working relationships with customer IT leadership, business stakeholders, store/site operations, service owners and retained-organization contacts.
• Maintain a visible onsite presence and act as the primary interface between the customer and delivery organization for operational matters.
• Understand business priorities, critical periods, planned initiatives and stakeholder expectations; translate them into delivery priorities and action plans.
• Provide white-glove coordination for business-critical stakeholders and ensure concerns are acknowledged, owned, communicated and progressed to closure.
• Manage expectations factually and transparently, including constraints, dependencies, risks, decisions and required customer actions.
• Develop backend and full-stack features using Python, Django, and PostgreSQL.
• Build and maintain REST / GraphQL APIs.
• Create automation workflows for network operations and approvals.
• Work with MongoDB, Redis, Celery, and RabbitMQ for data handling and background tasks.
• Deploy and manage applications using Docker and Kubernetes.
• Support automation using Terraform and Ansible.
• Build CI/CD pipelines using GitLab CI, Jenkins, or GitHub Actions.
• Integrate with tools such as ServiceNow, Git, and network vendor APIs.
• UI full stack experience for JS and HTML catalogs creations.

2.2 End-to-End Service Delivery Governance

• Own the integrated service-delivery view across technical towers, NOC, service desk, ITSM functions, field services, projects, automation and third-party providers.
• Ensure operational work follows the agreed SOW, MSA, RACI, service-management manual, standard operating procedures and customer policies.
• Chair or coordinate daily operational reviews, weekly service reviews, monthly governance and executive service-review preparation as applicable.
• Maintain governance calendars, agendas, minutes, decisions, actions, owners, due dates and closure evidence.
• Ensure service-introduction, operational-readiness and hypercare activities are planned

Skill Requirements

Skill Requirement : SERVICE MANAGEMENT & ACCOUNT GOVERNANCEs Network Service Delivery Manager - Onsite Detailed Roles & Responsibilities | Job Description Role level Senior Service Delivery Manager / Account Delivery Lead Experience 12-18+ years in IT infrastructure or managed services, including customer-facing delivery leadership Work location Onsite at the customer location, with coordination across offshore/NOC, field services, engineering and third parties Primary purpose Single point of contact for service performance, stakeholder engagement, governance, escalations and continual improvement Service scope Managed infrastructure and network services, ITSM processes, field services, vendors, reporting, risk and contractual deliverables Operating model Business-hours onsite leadership with availability for critical incidents, executive escalations and planned governance Document use SOW role definition, staffing profile, recruitment, onboarding and operating-model alignment 1. Role Purpose The Onsite Service Delivery Manager is the senior customer-facing owner for day-to-day service delivery. The role connects customer stakeholders with onsite, offshore, NOC, engineering, field-service, ITSM, project and supplier teams; ensures services are delivered against agreed contractual commitments; provides a clear escalation path; and converts operational performance, risks and customer feedback into accountable improvement actions.

• Act as the onsite single point of contact for service delivery, operational governance and customer escalations.
• Maintain an end-to-end view of service health, business impact, stakeholder priorities, contractual obligations and delivery dependencies.
• Drive predictable outcomes through disciplined governance, performance management, risk control, transparent communication and continual service improvement.

2.1 Customer Relationship & Onsite Leadership

• Build trusted working relationships with customer IT leadership, business stakeholders, store/site operations, service owners and retained-organization contacts.
• Maintain a visible onsite presence and act as the primary interface between the customer and delivery organization for operational matters.
• Understand business priorities, critical periods, planned initiatives and stakeholder expectations; translate them into delivery priorities and action plans.
• Provide white-glove coordination for business-critical stakeholders and ensure concerns are acknowledged, owned, communicated and progressed to closure.
• Manage expectations factually and transparently, including constraints, dependencies, risks, decisions and required customer actions.
• Develop backend and full-stack features using Python, Django, and PostgreSQL.
• Build and maintain REST / GraphQL APIs.
• Create automation workflows for network operations and approvals.
• Work with MongoDB, Redis, Celery, and RabbitMQ for data handling and background tasks.
• Deploy and manage applications using Docker and Kubernetes.
• Support automation using Terraform and Ansible.
• Build CI/CD pipelines using GitLab CI, Jenkins, or GitHub Actions.
• Integrate with tools such as ServiceNow, Git, and network vendor APIs.
• UI full stack experience for JS and HTML catalogs creations.

2.2 End-to-End Service Delivery Governance

• Own the integrated service-delivery view across technical towers, NOC, service desk, ITSM functions, field services, projects, automation and third-party providers.
• Ensure operational work follows the agreed SOW, MSA, RACI, service-management manual, standard operating procedures and customer policies.
• Chair or coordinate daily operational reviews, weekly service reviews, monthly governance and executive service-review preparation as applicable.
• Maintain governance calendars, agendas, minutes, decisions, actions, owners, due dates and closure evidence.
• Ensure service-introduction, operational-readiness and hypercare activities are planned