HCLTech
Integrated Service Delivery (ISD) Head
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Integrated Service Delivery (ISD) Head
Role Overview
We are looking for a dynamic and strategic Integrated Service Delivery (ISD) Head to lead end-to-end delivery for our UK & Benelux Consumer Goods and Retail portfolio. This is a senior leadership role responsible for driving delivery excellence, client satisfaction, operational performance, and profitable growth across a portfolio of strategic accounts.
As the trusted delivery leader, you will partner closely with clients, account teams, and service line leaders to ensure outstanding business outcomes, accelerate transformation initiatives, and build high-performing teams. You will play a critical role in shaping delivery strategy, strengthening executive relationships, and fostering a culture of innovation, accountability, and continuous improvement.
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Key Responsibilities
- Own end-to-end service delivery across multiple strategic client accounts.
- Ensure delivery excellence through governance, risk management, quality assurance, and operational rigor.
- Build trusted relationships with senior client stakeholders and act as the primary escalation point for delivery matters.
- Drive customer satisfaction, business value realization, and long-term account stability.
- Partner with growth and account teams to identify expansion opportunities and support transformational programs.
- Lead financial performance, including revenue realization, margin improvement, productivity, and cost optimization.
- Develop and mentor delivery leaders, fostering a high-performance and people-centric culture.
- Champion automation, AI-led delivery, standardization, and continuous service improvement.
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What We're Looking For
- 18+ years of experience in IT services, consulting, or digital transformation.
- Proven leadership of large-scale global delivery portfolios and managed services engagements.
- Strong experience working with Retail, Consumer Goods, or Manufacturing clients.
- Track record of leading complex transformation programs and managing multi-million-pound portfolios.
- Exceptional stakeholder management, commercial acumen, and people leadership skills.
Preferred Qualifications
- Bachelor's degree in Engineering, Computer Science, Business, or related field.
- MBA or equivalent leadership qualification preferred.
- PMP, PgMP, Agile/Scrum, or ITIL certifications are advantageous.
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