Head of Service Delivery

Job Title:

Service Delivery Manager or Engagement Manager

Location:

Fremont California (100% on site looking for local candidates)

HCLTech is looking for a highly talented and self- motivated Service Delivery Manager or Engagement Manager who will lead SAP & Non-SAP Applications. Service Delivery Manager or Engagement Manager with experience with ERP Applications & ECC Applications. Service Delivery Manager or Engagement Manager with Java, .NET, Data & AI, Snowflake, Power BI, & Microsoft Azure applications Senior Service Delivery Manager or Engagement Manager to join HCL Tech in advancing the technological world through innovation and creativity.

• Service Delivery Manager or Engagement Manager functional who will lead SAP & Non-SAP Applications (Must be able to have conversations with technical teams)
• Experience with ERP application & ECC Applications
• Experience with Java, .Net, Data & AI, Snowflake, PowerBI, & Microsoft Azure
• Service Delivery Manager or Engagement Manager will be responsible to lead 150 to 160 resources mixed onshore & offshore
• Service Delivery Manager o Engagement Manager who can manage Stakeholder, provide solutions
• Service Delivery Manager or Engagement Manager from Semi-Conductor environment
• Service Delivery Manager or Engagement Manager will be required to work with Off-shore Delivery manager for smooth transition
• Service Delivery Manager or Engagement Manager will be required to attend late night calls as needed.

• We are seeking an experienced Service Delivery Manager (SDM) to lead customer engagement, service delivery, operational governance, and stakeholder management for strategic technology programs. The candidate will be responsible for ensuring delivery excellence, SLA compliance, customer satisfaction, resource planning, risk management, and continuous service improvement.

• Own end-to-end service delivery for customer engagements.
• Act as the primary interface between customer leadership and delivery teams.
• Drive operational governance, delivery reviews, and executive reporting.
• Ensure SLA/KPI adherence and service quality commitments.
• Manage risks, escalations, issue resolution, and mitigation plans.
• Coordinate with onsite, offshore, and cross-functional teams.
• Lead resource planning, demand management, and capacity forecasting.
• Drive continuous improvement initiatives and operational excellence.
• Manage customer expectations and maintain high CSAT scores.
• Support transformation, automation, and process improvement programs.

• 10+ years of IT Services/Technology experience.
• 5+ years in Service Delivery, Program Delivery, or Account Management roles.
• Strong stakeholder and executive management skills.
• Experience managing global delivery teams and large customer engagements.
• Strong understanding of ITIL processes and service management.
• Experience in delivery governance, metrics reporting, and SLA management.
• Excellent communication, presentation, and leadership skills.

• SAP background preferred (as referenced in the requirement discussion).
• ITIL Foundation/Expert certification.
• PMP, PRINCE2, Agile, or Scrum certifications.
• Experience managing enterprise customers in manufacturing or technology domains.
• Service Delivery Management
• Program & Project Governance
• Customer Relationship Management
• Delivery Operations

HCLTech 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  for investigation.

A candidate’s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for…