Service Delivery Management - IT infrastructure

We are seeking a highly skilled
Onsite Service Delivery Manager
to oversee the delivery of
Service Desk
at our client location. The role involves managing service desk operations, ensuring SLA compliance, handling escalations, and driving continuous service improvements. The ideal candidate will have strong experience in IT service management, Service Desk operations, and stakeholder engagement.

Key Responsibilities:

1. Service Delivery & Operations Management

• Ensure IT services meet agreed
  SLAs and KPIs
  .
• Lead
  incident, problem, and change management
  activities.
• Drive
  continuous improvement initiatives
  for service optimization.
• Conduct
  regular service performance reviews
  and reporting.
• Act as the primary point of contact for
  service-related escalations
  .
• Engage with
  business leaders, IT teams, and external vendors
  to ensure seamless service delivery.
• Manage
  client expectations and service communications
  effectively.
• Conduct
  monthly/quarterly business reviews
  with key stakeholders.

3. Incident & Problem Management

• Lead and coordinate responses to
  high-priority incidents
  .
• Perform
  root cause analysis (RCA)for recurring issues and ensure corrective actions.
• Implement proactive monitoring and preventive maintenance strategies.

4. Team Management

• Manage and
  lead offshore/nearshore teams
• Coordination between the client and offshore teams
• Ensure all team members comply with
  IT security and compliance policies
  .
• Conduct performance reviews and training programs for team members.

5. Project Management

• Support
  Service Desk projects
  like new application support, migrations, new projects.
• Work closely with operations teams to ensure
  seamless service delivery
• Assist in planning capacity, budget, and resource allocation.

Required Skills &

Qualifications:

Technical

Skills:

• Strong knowledge of
  Service Desk services
  , including:
• Experience in
  incident, problem, and change management processes
  .
• Strong understanding of
  cybersecurity policies

Soft Skills:

• Excellent communication
  and stakeholder management skills.
• Strong
  problem-solving and decision-making
  abilities.
• Ability to work under pressure and handle critical escalations.
• Leadership experience in managing
  offshore teams and Service Desk operations.
• Strong
  analytical skills
  for reporting and performance analysis.

Education & Experience:

• Bachelor’s degree
  in IT, Computer Science, or a related field.
• 8+ years of experience
  in IT infrastructure service management.
• 3+ years in a leadership or managerial role
  .
• ITIL Foundation Certification (preferred).
• Certifications in
  Microsoft, Cisco, AWS, or similar technologies
  (a plus).

Disclaimer

HCL 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.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program;

401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year