Service Delivery Director

About HCLTech

HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We’re powered by our people – a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.

Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere – our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit

Service Delivery Manager - IT Infrastructure

Position : Service Delivery Manager – IT Infrastructure Operations

Department : Information Technology

Job Description

You will be leading a team, ensuring services are delivered efficiently and meet client expectations, and managing customer relationship. You are also responsible for tracking key performance indicators (KPIs), resolving service issues, and maintaining strong relationships with internal and external stakeholders.

Roles and Responsibilities

• Team leadership : Manage and mentor the IT team, including hiring, training, and performance evaluations.
• Customer/Client relations : Acting as a liaison between Customer IT, HCL IT teams and Business users/stakeholders to understand their IT needs to ensure end user satisfaction is high.
• Technical Knowledge : A solid understanding of IT infrastructure, including networks, servers, laptops/workstations and emerging technologies.
• Quality assurance : Monitoring performance and user satisfaction to identify areas for improvement.
• Operational efficiency : Implement processes and strategies to improve efficiency, productivity, and user experience
• Problem-solving : Analyze and resolve IT-related issues and support user needs.
• Strategic thinking : Ability to plan for future IT needs and provide recommendations on technology solutions.

Required skills and experience

• 15+ years overall work experience in the IT industry preferably in IT/ Technical Operations organizations in supporting worldwide enterprise infrastructure, systems and applications.
• Should have C1 or C2 level German language proficiency.
• Knowledge of servers, networks, end user computing devices like laptop, desktop, printers, etc.
• Good communication, organization/planning, risk/issue assessment and conflict management skills. Social skills and the ability to work across departments and multi-functions with other leaders.
• Solid understanding of process management, improvement practices, and operation services.
• Experience working in a global environment, interacting with teams located in multiple regions.
• Manage CSAT survey and end user feedback.

Education

• Bachelor’s degree in the field of computer science, information systems, or computer engineering; Master’s qualification in related field preferred.

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