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We are a $13+ billion global technology company, home to more than 224,000 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. HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark. It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.
Responsibilitie
s Taking accountability for service delivery performance, meeting customer expectations, and driving future dema ndExceling in the customer relationsh ipDeveloping a deep understanding of projects to gain insights into the scope of service delive ryMonitoring and managing all the contractually in-scope wo rkMaintaining high performance levels for service-related processes, and implementing improvement activities wherever necessa ryTaking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident revie wsEnsuring that systems, procedures, and methodologies are in place to support outstanding service delive ryAnalyzing third-party as well as internal processes, and creating strategies for service delivery optimizati onRecommending methods of improvement and seeing that actions are implemented on time for service delivery upgrad esProviding accurate and regular reports to the management on performance of the service delive ryLeading personnel management, including staff recruitment, performance assessment, training, and mentori ngBuilding strong relationships with teams and stakeholders to enable effective dialogue exchange between departmen
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ts Requireme
nts Proven hands-on experience of 12+ years as Service Delivery Man agerOperational ability to handle technical discussions across domains, including but not limited to Workplace, Cloud & Compute, Cybersecurity, Gen AI etc.Excellent verbal and written communication skills in English and Fr enchProficiency in leading both physical and virtual t eamsExperience in dealing with third-party-provided serv icesOperational ability in a diverse, large-scale environ mentExceptional customer-facing sk illsIn-depth knowledge of escalation procedures, incident management, and other disciplines related to service deli veryMastery of ITIL (Information Technology Infrastructure Library) princi plesExpertise in people management and leader shipStrong organizational sk illsCapacity to train and guide junior team mem bersAbility to manage and prioritize tasks efficie ntlySolid resource planning and problem-solving sk illsReadiness to demonstrate a proactive atti
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tude Ben
efits A supportive, diverse and global team with a brilliant culture. Great opportunities to make the role your own, upskill yourself and get involved with exciting pro jects.Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few.To know more about us visit – www.hcltech.com· For more information on how we process your personal data, please refer to HCLTech’s Candidate Data Privacy N
otice.
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