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**Delivery Head**

2 months ago

Morristown, Tennessee, United States HCLTech Full time

Job Title: **Delivery Head**

Job Summary:

HCLTech is a leading business enterprise with a strong presence in the technology and healthcare sectors. As a Delivery Head, you will play a pivotal role in overseeing the end-to-end delivery of IT services, including applications and infrastructure, to our clients. This is an exciting opportunity to join a dynamic team and contribute to the success of our clients.

Key Responsibilities:

  • Service Delivery Management:
  • Oversee the comprehensive delivery of IT services, including applications and infrastructure, to designated clients.
  • Develop and implement strategies to ensure timely, efficient, and effective service delivery.
  • Monitor and manage service levels, performance metrics, and ensure adherence to service level agreements (SLAs) and Statements of Work (SOW).
  • Continually review all aspects of service delivery and work with all lines of business to define and implement continuous service improvement.
  • Conduct regular reviews and assessments of service delivery processes to ensure alignment with client needs and industry standards.
  • Identify and mitigate potential risks related to service delivery and client satisfaction.
  • Develop contingency plans to address service disruptions or failures, ensuring minimal impact on client operations.
  • Client Management:
  • Serve as the primary delivery point of contact for clients, ensuring their needs and expectations are consistently met with respect to services provided.
  • Foster a positive and productive relationship with clients, understanding their business requirements and aligning IT services accordingly.
  • Address and resolve any issues or escalations promptly to maintain high levels of client satisfaction.
  • Collaborate with clients to identify and analyze business requirements, providing IT solutions that enhance operational efficiency and support business goals and drive operational transformation of the support model.
  • Leadership:
  • Lead and mentor a team of IT professionals globally, ensuring high performance and professional growth.
  • Coordinate with different lines of business, including Digital Business Services and Digital Foundation Services, to ensure cohesive service delivery.
  • Resolve conflict between different lines of business to meet customer expectations and internal goals.
  • Manage End-to-End P&L and support sales growth plans to profitably expand the business.
  • Allocate and optimize resources effectively to support service delivery and execution.
  • Working with the line of business leaders develop and execute annual performance improvement plans.
  • Leverage service lines in collaboration with sales to bring innovation and transformation to operations and generate value for the client.

Qualifications:

  • Education: Bachelor's degree in Information Technology, Business Administration, or a related field. Advanced degree or relevant certifications (e.g., ITIL, PMP) preferred.
  • Experience: Minimum of 8-10 years of experience in IT service delivery, with at least 5 years in a leadership role managing both applications and infrastructure services.
  • Skills:
  • Strong background in business support and customer satisfaction, with demonstrated success in managing complex client relationships.
  • Excellent leadership, communication, and interpersonal skills.
  • Proven ability to manage and resolve complex technical and operational issues.
  • Strong analytical and problem-solving abilities, with a focus on continuous improvement.
  • Proficiency in service management frameworks and tools, such as ITIL, and experience with service management platforms.
  • Proven track record in managing globally dispersed teams.
  • Ability to work within matrixed environments.
  • Experienced managing large P&Ls.
  • Attributes:
  • Customer-focused with a commitment to delivering high-quality service.
  • Strategic thinker with the ability to align IT services with business objectives.
  • Adaptable and resilient, with the ability to handle high-pressure situations and manage change effectively.
  • Innovation and Transformative thinking. Must be willing to think outside of the box and look beyond the contract.