Service Delivery Manager

2 months ago

Richmond, United States HCLTech Full time

Position: Service Delivery Manager (SDM)

Location: Richmond, Virginia, United States

Fulltime (Onsite)



The required key skills and knowledge include:


  • Extensive experience in core IT infrastructure business.
  • Sound understanding of the latest technologies/trends and capabilities.
  • Promotes organizational mission and goals, and shows the way to achieve them
  • Creates a positive work environment where all staff are motivated to do their best
  • Links mission, vision, values, goals and strategies to everyday work
  • Ability to adapt to constantly changing challenges and work within fixed deadlines
  • Strategic vision and thinking, sees the bigger picture from a global perspective
  • Experience in managing diverse and multiple teams with complete ownership and responsibility of the team is a must.
  • Must maintain excellent verbal and written communication skills
  • Comfortable working in a demanding fast-paced, customer-focused organization, undergoing change


The general responsibilities include:


  • Strategize and ensure creation of mechanisms, processes, etc. to enable the Infrastructure services delivery at an account level.
  • Drive conceptualization and implementation of activities to achieve high customer satisfaction scores, goal matrix parameters.
  • Develop relationships at an executive level and be the highest level of escalation for the customer organization for Infrastructure issues.
  • Ensure that industry trends and developments are analyzed and solutions are developed for customer organization.
  • Mentor the Infra SDM and overall teams and thereby enhance competencies to ensure organizational leadership in the service area
  • Enable knowledge sharing of best practices across accounts and thereby drive delivery
  • excellence across the portfolio.
  • Enable the team with Industry knowledge through partner engagements, Practice team involvement.
  • Support and enable the team in solution development by utilizing the strengths of the larger HCL team
  • Establish a long term and sustainable relationship with the customer
  • Organize regular Service Review meetings and furnish status reports to client management Business Process Excellence
  • Manage all procedures related to the identification, prioritization, and resolution of customer support requests, including the monitoring, tracking, and coordination within support staff.
  • Seek for continuous improvement and suggest process improvements
  • Underpin the Operational Level Agreements within the delivery units where specifically needed
  • Plans, directs, and coordinates the organizational/technical activities required for delivery of the services to ensure technical solution meets contracts specifications

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