HCLTech
Integrated Service Delivery (ISD) Head
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Integrated Service Delivery (ISD) Head
We are seeking an experienced and strategic Integrated Service Delivery (ISD) Head to lead end-to-end service delivery for the RCPG UK & Benelux portfolio. The role will be accountable for delivery excellence, client satisfaction, operational governance, financial performance, and talent leadership across multiple accounts within the Consumer Goods and Retail sector.
The ISD Head will serve as the senior delivery leader for the region, partnering closely with Client Partners, Account Managers, Growth Leaders, Service Line Leaders, and client executives to ensure successful delivery outcomes while driving profitable growth and transformation initiatives.
The role definition is aligned with the RCPG Europe operating model, where the ISD Head owns end-to-end delivery across Lines of Business, delivery health, client satisfaction, operational excellence, standardization, and account stability.
Key Responsibilities
Delivery Leadership
- Own end-to-end delivery across multiple UK & Benelux customer accounts.
- Ensure achievement of contractual commitments, SLAs, KPIs, quality standards, and business objectives.
- Drive delivery governance, risk mitigation, escalation management, and operational excellence.
- Lead large multi-disciplinary teams across onshore, nearshore, and offshore locations.
Client Engagement
- Build trusted relationships with senior client stakeholders and decision-makers.
- Lead executive governance meetings, operational reviews, and strategic discussions.
- Act as the primary escalation point for delivery-related matters.
- Drive customer satisfaction and continuous value creation.
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Strategic Growth Enablement
- Partner with Client Partners and Growth Leaders to support account expansion and large opportunities.
- Identify transformation opportunities across digital, cloud, SAP, data, AI, and managed services domains.
- Support solution development, transitions, and transformation roadmaps.
Financial Management
- Drive portfolio revenue realization and margin improvement.
- Ensure effective capacity planning, utilization management, and cost optimization.
- Manage financial forecasting, delivery efficiency initiatives, and operational controls.
Talent & Leadership
- Develop a high-performing delivery leadership organization.
- Mentor Delivery Managers, ADLs, and Service Delivery Leads.
- Drive succession planning, talent development, employee engagement, and retention.
- Foster a culture of accountability, innovation, collaboration, and continuous improvement.
Operational Excellence & Transformation
- Champion automation, AI-led delivery, and standardization initiatives.
- Ensure compliance with organizational, security, and quality frameworks.
- Implement best practices that improve productivity, predictability, and delivery performance.
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Required Experience
- 18+ years of experience in IT services, consulting, or digital transformation.
- 10+ years of leadership experience managing large-scale global delivery portfolios.
- Proven experience managing Retail, Consumer Goods, or Manufacturing industry clients.
- Strong track record of managing multi-million-pound engagements and geographically distributed teams.
- Experience leading complex transformation and managed services programs.
Key Skills
- Global Delivery Management
- Client Relationship Management
- Executive Stakeholder Engagement
- Portfolio & Program Management
- Financial & Margin Management
- Service Delivery Governance
- Risk & Escalation Management
- Workforce & Capacity Planning
- Agile & Hybrid Delivery Models
- AI, Cloud & Digital Transformation
- Managed Services Leadership
Preferred Qualifications
- Bachelor's Degree in Engineering, Computer Science, Business, or related discipline.
- MBA or equivalent management qualification preferred.
- PMP / PgMP certification desirable.
- Agile or Scrum leadership certifications preferred.
- ITIL certification advantageous.
Success Measures
- Customer Satisfaction (CSAT)
- Revenue and Margin Achievement
- SLA/KPI Compliance
- Employee Engagement and Retention
- Delivery Health Metrics
- Operational Efficiency Improvements
- Transformation Benefits Realization
- Account Growth and Renewals
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