Service Delivery Manager - IT Infrastructure

Below is a detailed, Genmab‑specific Job Description for an Onsite Service Delivery Manager (SDM), written in HCL‑standard, audit‑safe language and aligned to the Genmab–HCL operating model, governance forums, and DFS/LSH delivery structure you work with today.

This is suitable for role clarity, onboarding, internal staffing, RFP annexures, or governance documentation
.

The Onsite Service Delivery Manager (SDM) for the Genmab account is responsible for end‑to‑end service delivery governance, customer engagement, and operational oversight at the customer location. The role acts as the primary onsite interface between Genmab IT stakeholders and the HCL global delivery organization
, ensuring stable operations, contractual compliance, SLA/KPI adherence, and continuous service improvement across Infrastructure, Digital Workplace, and ITSM services.

• Own overall service delivery performance for the Genmab account from an onsite perspective, ensuring alignment with contractual commitments, SLAs, and KPIs.
• Govern day‑to‑day operations across service towers including Service Desk, Digital Workplace, Infrastructure (DC/Cloud), Network, Security, and ITSM.
• Ensure service stability, risk management, and continuity through structured governance, review cadence, and action tracking.
• Act as the primary onsite SPOC for Genmab IT leadership, service owners, and key stakeholders on all delivery‑related matters.
• Build and maintain trusted working relationships with Genmab stakeholders, ensuring transparency, responsiveness, and alignment to expectations.
• Proactively manage customer feedback, concerns, and escalations
  , coordinating with offshore teams to ensure timely resolution.

• Monitor SLA and KPI performance
  , ensuring accurate reporting, variance analysis, and corrective actions where required.
• Drive service assurance
  , including incident trends, problem management effectiveness, change compliance, and service request performance.
• Support audits and reviews by ensuring documentation, evidence, and reporting are audit‑ready
  .
• Support economic utilization, cost optimization, and financial discipline in collaboration with offshore SDMs, delivery heads, and finance teams.
• Track service‑level risks such as penalties, service credits, and demand‑supply mismatches, and support mitigation planning.
• Ensure onsite inputs are aligned to budget assumptions and utilization plans
  .

• Lead and represent HCL in weekly, monthly, and quarterly governance forums with Genmab stakeholders.
• Ensure clear, data‑driven reporting on service health, risks, action items, and improvement initiatives.
• Track governance actions to closure and ensure consistent follow‑through across delivery teams.
• Own onsite coordination for major incidents and critical escalations
  , ensuring appropriate communication, stakeholder updates, and resolution tracking.
• Ensure root cause analysis (RCA), corrective actions, and preventive measures are completed and communicated as per agreed governance.
• Support service transitions, scope changes, and onboarding of new services in line with Genmab–HCL governance and operating models.
• Drive continuous improvement initiatives
  , including process standardization, service optimization, and automation opportunities.
• Champion ITIL/ITSM best practices
  , compliance requirements (including GxP/GRC where applicable), and quality standards.

• Work closely with offshore SDMs, operations managers, architects, and service leads to ensure aligned execution.
• Provide onsite direction to delivery teams on customer priorities, governance expectations, and service quality standards
  .
• Ensure smooth collaboration between onsite and offshore teams.
• Strong Service Delivery Management and customer‑facing governance experience
• Deep understanding of ITIL / ITSM, SLA/KPI governance, and service assurance
• Excellent stakeholder communication, escalation handling, and reporting skills
• Strong financial awareness and utilization discipline
• Proven ability in ri…