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.
Role- Service Delivery Director
Location- UK, London
Job Type- Onsite for all 5 days
Employment Type – Full time Employment
Job Description
Cloud & IT Infrastructure services
Responsibilities
- Meet all contractual metrics and customer deliverables such as SLAs, KPIs, reporting, QBRs etc
- Day to Day deliverables and escalation management and resolution
- Client interface and leadership presence
- Drive best practices in service delivery such as RCA and corrective actions, continuous improvements and project/operations efficiency
- Directly responsible for people management of resources working in the project
- P&L handling for the overall account, ensuring both Revenue and Margins are in control as per Annual budget
- Experience in driving Automation and strategic initiatives around Architecture and New Gen Technologies like Gen AI
- Mining the account to explore new business opportunities within the account
Qualifications
- 18+ years of experience in Cloud and IT Infrastructure area – Service Desk, DWP, Cloud & DC Services, Networks, Cyber Security
- Experience in Managing Global Teams and supporting Global customers
- 5 + years of experience as a Service Delivery Manager
- Experience in managing and reporting of all the contractual deliverables including agreed SLA and KPI’s
- Experience in building and maintaining customer relationships across Senior/CxO representatives
- Tech requirements – should have worked on core infrastructure areas such as Network, Databases, operating systems, Digital Workplace, Service Desk, Cyber security
Must have skills
- Customer relationship, People Management, IT operations, Customer satisfaction
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