Role: Service Delivery Manager

Key Responsibilities:

• Manage the delivery of IT services to ensure they meet the needs and expectations of the business.
• Oversee and coordinate the delivery of an overall IT Infra services, ensuring services are delivered in accordance with agreed contracts and SLAs (Service Level Agreements).
• Develop and maintain positive relationships with clients to understand their needs and ensure the services provided meet those needs.
• Monitor and report on the performance of services delivered, using this information to identify areas for improvement and initiate necessary changes.
• Ensure compliance with security standards and regulations in the delivery of services.
• Plan and oversee the implementation of new DWP, Cloud, Network, Security services or enhancements to existing services.
• Conduct regular service reviews and report on service performance to senior management.
• Manage budgets and costs.
• Develop and implement contingency plans to handle potential service disruptions or failures.
• Keep abreast of industry trends and developments in technologies to ensure the company’s services remain competitive.

Required Skills and Qualifications:

• 16-20 years of experience in IT service management and delivery.
• Strong DWP service management skills, particularly in Service Desk and FSO
• Excellent people management skills with the ability to lead and motivate a team.
• Proven experience in client management and maintaining positive client relationships.
• Good communication skills, both verbal and written.
• Experience in managing budgets and costs associated with IT service delivery.
• Strong problem-solving skills and the ability to think strategically.
• Ability to develop and implement contingency plans for service disruptions or failures.
• A proactive approach to identifying and implementing improvements in service delivery.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [email protected] for investigation.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year