HCLTech
Service Delivery Manager / Service Transition Manager
London
Posted about 18 hours ago
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Job Summary
The Service Delivery Manager / Service Transition Manager is responsible for the end-to-end management of IT services across the service lifecycle, covering service transition, application support, service operations, governance, and continuous improvement. This role ensures the successful onboarding of new services and the stable operation of business-critical applications while meeting contractual SLAs, KPIs, SPIs, and customer expectations.
The position leads multiple technical teams supporting enterprise platforms such as SAP, Click, Click Mobile, Monitoring, Control-M, OverIT NextGen, Globalscape, ArcGIS, iOS, .NET, and related applications. As the primary customer-facing leader, the role is accountable for operational excellence, service governance, stakeholder management, major incident and escalation management, service readiness, compliance, financial management, resource optimization, and business continuity.
The role partners with customers, business stakeholders, vendors, project teams, infrastructure teams, and senior leadership to ensure seamless service transitions, operational stability, regulatory compliance, and continuous service improvements that enhance customer experience, optimize costs, and deliver measurable business value.
Key Responsibilities
Service Delivery & Operations Management
- Own and manage the end-to-end delivery of application support services across multiple technology platforms, including SAP, Click, Click Mobile, AWS Monitoring, Control-M, OverIT NextGen, Globalscape, ArcGIS, iOS, .NET, and related enterprise applications.
- Ensure adherence to service levels, operational procedures, and contractual commitments.
- Monitor and manage service performance, availability, incident trends, and operational metrics.
- Drive operational excellence through process standardization, automation, and continuous improvement initiatives.
- Serve as the primary point of contact for all delivery-related escalations from customers and Critical Incident Management (CIM) teams.
- Coordinate Business Continuity Planning (BCP) activities and ensure service resilience across the engagement.
Service Transition Management
- Lead end-to-end service transition activities for new applications, projects, enhancements, and support engagements from development, implementation, or incumbent vendors into steady-state operations.
- Define and govern transition plans, transition checkpoints, acceptance criteria, and operational readiness milestones.
- Coordinate with customers, project teams, vendors, infrastructure teams, and support teams to ensure seamless knowledge transfer and service onboarding.
- Ensure all transition deliverables, including SOPs, runbooks, architecture documents, support models, escalation matrices, monitoring setup, and knowledge articles, are completed and approved prior to go-live.
- Conduct operational readiness assessments and ensure support teams are adequately trained and equipped to manage services post-transition.
- Drive hypercare and stabilization activities during post-production deployment periods and ensure successful handover to BAU support teams.
- Identify and mitigate transition risks, dependencies, and potential service impacts during onboarding and transformation initiatives.
- Establish service governance, KPIs, SLAs, reporting mechanisms, and operational processes as part of the transition framework.
- Ensure compliance with ITIL Service Transition processes, including Change Management, Knowledge Management, Configuration Management, and Service Validation and Testing.
- Support due diligence, transition planning, and solution development activities during pre-sales, new customer onboarding, and service transformation programs.
- Manage transitions involving application modernization, cloud migrations, outsourcing engagements, vendor transitions, and operational transformation initiatives.
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Customer & Stakeholder Management
- Maintain strong customer relationships through regular engagement, governance meetings, and proactive communication.
- Manage customer escalations effectively and ensure timely resolution of critical business issues.
- Lead Monthly and Quarterly Service Review Meetings with customers, presenting service performance against agreed KPIs and SPIs.
- Act as the Delivery and ITIL SPOC for customer queries related to Incident, Problem, Change, and Service Request Management.
- Build trusted partnerships with customer stakeholders, vendors, and internal leadership teams.
Service Improvement & Innovation
- Identify and implement continuous improvement opportunities that enhance customer experience, improve employee satisfaction, increase operational effectiveness, and reduce costs.
- Drive automation initiatives and service transformation programs to improve service quality and efficiency.
- Collaborate with cross-functional application and infrastructure teams to accelerate issue resolution and improve service delivery outcomes.
- Develop and enhance Standard Operating Procedures (SOPs), knowledge repositories, and operational best practices.
Team Leadership & Resource Management
- Lead, mentor, and manage a team of 100+ resources across multiple technology domains and support functions.
- Drive workforce planning, hiring, onboarding, deployment, cross-skilling, and resource optimization initiatives.
- Manage employee attendance, leave planning, performance reviews, appraisals, career development, and succession planning.
- Monitor team utilization and proactively address attrition through resource fulfillment and retention strategies.
- Foster a customer-centric, high-performance culture focused on collaboration, accountability, and continuous learning.
Governance, Compliance & ITIL Management
- Ensure adherence to ITIL Service Management processes and best practices across Incident, Problem, Change, Knowledge, and Service Request Management.
- Act as an ITIL consultant to operational teams, providing guidance and governance support.
- Manage service audits and compliance activities related to Operational Compliance, Regulatory & Statutory Requirements, Information Security, Risk Management, and Vendor Compliance.
- Prepare and maintain engagement governance documents, service management reports, audit artifacts, and compliance evidence.
- Ensure all operational risks are identified, assessed, mitigated, and communicated appropriately.
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Financial & Commercial Management
- Manage contractual obligations and ensure achievement of all KPIs, SPIs, SLAs, and operational targets.
- Prepare monthly and annual billing reports and oversee effort estimation for BAU and project activities.
- Support pre-sales and sales teams by contributing to proposals, solution design, effort estimation, and transition planning.
- Manage vendor relationships, software licensing renewals, and commercial negotiations.
- Identify opportunities for cost optimization and operational efficiency improvements while maintaining service quality.
Risk, Escalation & Incident Management
- Lead major incident management activities and support rapid restoration of services.
- Drive root cause analysis and corrective action planning for recurring incidents and service issues.
- Maintain escalation governance and ensure timely communication with customers and senior management.
- Monitor service risks and implement mitigation plans to minimize business impact.
Required Skills & Experience
Essential Skills
- 17+ years of experience in IT Service Delivery, Managed Services, Application Support, or IT Operations.
- Proven experience managing complex, multi-technology enterprise environments.
- Strong understanding of ITIL Service Management processes and governance.
- Expertise in customer relationship management and stakeholder engagement.
- Experience managing large, geographically distributed teams.
- Strong knowledge of SLA, KPI, SPI, and contractual performance management.
- Experience with service governance, audits, compliance, and risk management.
- Financial acumen with experience in budgeting, billing, forecasting, and commercial management.
- Excellent communication, negotiation, presentation, and leadership skills.
- Strong experience in Service Transition Management, including application onboarding, knowledge transition, operational readiness, hypercare management, and transition governance.
- Experience managing large-scale transitions for Application Management Services (AMS), Managed Services, Digital Transformation, Cloud, and Enterprise Application Support engagements.
Preferred Certifications
- ITIL Foundation / ITIL 4 Managing Professional
- PMP or PRINCE2
- Agile/Scrum Certifications
- ISO 20000 / ISO 27001 Awareness
- Service Management or Cloud Certifications
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Skills
IT Service Delivery
Managed Services
Application Support
IT Operations
ITIL Service Management
Customer Relationship Management
Stakeholder Engagement
Service Governance
Audits
Compliance
Risk Management
Financial Management
Service Transition Management
Cloud Migrations
Digital Transformation
Team Leadership
Location