Service Delivery Director

HCLTech
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📍 Hamilton, United States

About this role

Job Summary

The Onsite Service Delivery Manager (SDM) will serve as the primary customer-facing delivery leader, responsible for managing end-to-end service delivery, client relationships, operational governance, and stakeholder engagement. The role requires driving service excellence, ensuring SLA compliance, managing risks and escalations, and leading cross-functional delivery teams to achieve business and operational objectives

Key Responsibilities

Key Responsibilities

  • Act as the primary point of contact for customer delivery and operational governance.
  • Manage service delivery across AMS, support, enhancement, and project activities.
  • Ensure adherence to contractual SLAs, KPIs, service quality targets, and compliance requirements.
  • Lead governance meetings, service reviews, monthly operational reviews, and executive business reviews.
  • Drive customer satisfaction through proactive communication and issue resolution.
  • Manage critical incidents, escalations, risks, and mitigation plans.
  • Coordinate with offshore delivery teams to ensure seamless execution and alignment with customer priorities.
  • Track project and operational metrics, resource utilization, financial performance, and service improvements.
  • Identify opportunities for process optimization, automation, and continuous improvement.
  • Support account growth through demand forecasting, resource planning, and identification of transformation opportunities.

Collaborate with client business stakeholders, IT leadership, vendors, and internal management teams

Skill Requirements

Required Skills & Qualifications

  • Strong background in IT Service Management (ITIL-based delivery).
  • Experience managing global delivery teams in onsite-offshore engagement models.
  • Expertise in SLA/KPI management, service governance, and customer relationship management.
  • Strong stakeholder management and executive communication skills.
  • Experience handling service escalations and leading major incident management.
  • Understanding of managed services, application support, infrastructure services, or ERP environments.
  • Strong financial acumen including budgeting, forecasting, and cost management.
  • Excellent leadership, negotiation, problem-solving, and team management capabilities.

Other Requirements

  • ITIL Foundation/Intermediate Certification.
  • PMP, Prince2, or equivalent project management certification.
  • Experience in SAP, enterprise applications, or digital transformation programs.
  • Experience managing large AMS or managed service engagements.

Frequently Asked Questions

Is the salary disclosed for the Service Delivery Director position at HCLTech?
The salary for this Service Delivery Director role at HCLTech is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Service Delivery Director position at HCLTech located?
This Service Delivery Director role at HCLTech is based in Hamilton, United States. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the Service Delivery Director position at HCLTech?
Click the "Apply Now" button on this page. You will be redirected to HCLTech's official application portal hosted on successfactors where you can submit your application directly.
When was the Service Delivery Director job at HCLTech posted?
This Service Delivery Director position at HCLTech was posted on Aug 24, 2026. Apply as soon as possible — early applications are often reviewed first.
Service Delivery Director
HCLTech
Apply for this role ↗

You'll be redirected to HCLTech's official application page on successfactors.