Senior Service Delivery Manager

HCLTech is looking for a highly talented and self-motivated Service Delivery Manager to join it in advancing the technological world through innovation and creativity.

Job Title:
Service Delivery Manager

Job

Position Type:
Full-time

Location:
San Jose, CA

The Service Delivery Manager (SDM) is responsible for end-to-end delivery ownership of assigned client accounts, ensuring delivery excellence, stakeholder satisfaction, revenue growth, and operational efficiency. The role requires strong stakeholder management, delivery operations leadership, and the ability to collaborate with Sales and Pre-Sales teams to generate new business, manage RFPs, and drive account expansion. The SDM will manage teams, oversee portfolio performance, lead process improvements, and act as a trusted advisor to clients within the Supply Chain domain, with hands-on SAP experience.

• Serve as the primary point of contact for client stakeholders across business, IT, and leadership levels
• Build and sustain strong executive relationships, ensuring high client satisfaction and trust
• Lead client governance meetings, QBRs, and steering committee discussions
• Present new solutions, enhancements, and delivery updates to clients

• Own end-to-end service delivery across projects and managed services
• Ensure delivery against SLAs, KPIs, quality standards, and timelines
• Drive delivery excellence through standardized delivery frameworks and best practices
• Proactively identify delivery risks and implement mitigation plans

• Drive efficiency and productivity improvements through process optimization, automation, and best practices
• Identify opportunities for cost optimization, throughput improvement, and quality enhancement
• Implement continuous improvement initiatives aligned to Lean / ITIL / Agile methodologies
• Manage the overall account / portfolio P&L, including revenue tracking and margin improvement
• Track account performance against revenue, utilization, and growth targets
• Support team expansion planning aligned with demand forecasts and growth roadmap

• Manage contract renewals, change requests, and commercial negotiations in collaboration with Sales and Legal
• Work closely with clients on new SOW creation, scope definition, and pricing discussions
• Ensure contractual compliance and financial governance

• Identify and develop new business opportunities within existing accounts
• Collaborate with Sales and Pre-Sales teams on proposals, RFP/RFI responses, and client presentations
• Contribute to solution design, delivery approach, effort estimation, and transition planning
• Actively support account mining and expansion initiatives

• Lead, mentor, and manage cross-functional delivery teams (onsite/offshore)
• Drive performance management, skill development, and career growth
• Ensure optimal resource utilization and workforce planning

• Provide delivery leadership in Supply Chain domain initiatives
• Good to have hands-on SAP experience, particularly in supply chain-related modules (e.g., MM, SD, WM, PP, APO, S/4
  
  HANA SCM)
• Act as a solution advisor to clients on SAP-led transformations and enhancements

• Strong Stakeholder Management and executive communication skills
• Proven experience in Delivery Operations & Service Management
• Hands-on experience in SAP within the Supply Chain domain
• Strong understanding of RFPs, proposals, SOWs, and commercial models
• Experience managing contract renewals and revenue tracking
• Ability to drive process improvement, productivity, and efficiency
• Strong people leadership and team management capabilities

• Experience in managed services and transformation programs
• Exposure to global delivery models (onsite/offshore)
• Knowledge of ITIL, Agile, Lean, or Six Sigma practices
  
  Experience working closely with Sales and Account Management teams

Min Salary Range- USD 164000

Max Salary Range - USD 252000

We are committed to diversity and inclusivity in our hiring practices.