Information Technology Service Delivery Manager

The Onsite Service Delivery Manager will act as the dedicated onsite lead for BSWH, representing HCLTech at the client office and serving as the primary delivery interface for escalations, operational governance, stakeholder coordination and 24x7 service continuity. The role will bridge BSWH stakeholders, the HCLTech CSFC Frisco Dallas team during US business hours and India delivery teams during off-hours to ensure consistent security operations, timely escalation handling and measurable service outcomes.

• Services will be delivered 24x7 through an HCLTech CSFC - US Hybrid model.
• US business hours will be supported from CSFC Frisco Dallas, with remaining coverage supported from India.
• One dedicated onsite FTE will sit out of the BSWH office to handle escalations, delivery support and operations.
• The onsite lead will coordinate daily operational rhythm, stakeholder updates, transition of open items across regions and cross-team follow-through.

• Act as an extension of the BSWH IT and Security leadership team, aligning operational priorities with BSWH security objectives.
• Serve as the onsite single point of contact for delivery escalations, service governance, operational clarifications and urgent coordination.
• Build trusted working relationships with BSWH technology, security, operations, risk, audit and compliance stakeholders.
• Translate business and security requirements into actionable service priorities for CSFC Frisco Dallas and India delivery teams.

• Coordinate the US Hybrid support model across CSFC Frisco Dallas, India delivery centers and onsite BSWH teams.
• Ensure seamless handoff of incidents, escalations, open actions, service risks and operational updates between US business hours and off-hours teams.
• Monitor adherence to operational cadence, including daily checkpoints, incident reviews, SLA follow-up, backlog aging and priority issue resolution.
• Support service continuity planning for high-priority incidents, change windows, major escalations and executive visibility items.

• Drive structured escalation management for security operations, including triage coordination, owner alignment, status updates and closure tracking.
• Work with delivery teams on incident management, problem management, change management, configuration management and asset-related service processes.
• Assist in action planning following data security incidents and coordinate implementation of BSWH-approved controls within agreed timelines.
• Provide operational insights, trend summaries, risks, blockers and recommendations to support client governance discussions.

• Provide security thought leadership, consulting input and practical recommendations based on industry best practices.
• Support creation, review and updates of BSWH security roadmaps, service improvement plans and security architecture documentation.
• Review business requirements, security requirements, platform decisions, proposed changes and technology configurations, then recommend fit-for-purpose security solutions.
• Participate in proof-of-concept activities, roadmap discussions, quarterly technology reviews and review of new technology statements of work.

• Support the review and enhancement of security standards, procedures, controls and operating documentation where existing policies are lacking or require improvement.
• Maintain security documentation related to BSWH enterprise security architecture and ensure agreed documents remain available to appropriate client stakeholders.
• Participate in change management reviews for equipment, software and network changes that may have security or operational impact.
• Support ISMS-related updates, repositories, policy alignment, audit readiness and correctness of information security records within the service scope.

• Prepare and present crisp operational updates, escalation summaries, risk views, action trackers and service improvement…