Integrated Service Delivery Head at HCLTech

HCL Tech is a business enterprise with presence in the fields of technology and healthcare. Founded in 1976 as one of India's original IT garage startups, the HCL Tech Enterprise generates annual revenues of US $13.4 billion and has 219,000 employees operating out of 60 countries. As a leading global technology company, HCL Tech takes pride in its diversity, social responsibility, sustainability and education initiatives.

• Job Title: Integrated Service Delivery Head
• Job ID: 2488194
• Position Type: Full-time Employment
• Location: Onsite: Phoenix, Arizona, USA

Position Summary: The Integrated Service Delivery Head will be responsible for overseeing the end-to-end delivery of all IT services provided by HCL Tech, including applications and infrastructure, to a single client. This role is pivotal in ensuring the seamless integration, operation, transformation and support of IT services, driving exceptional customer satisfaction, and fostering a strong relationship. The ideal candidate will possess a robust background in business support and demonstrate a commitment to excellence in service delivery.

Key Responsibilities:

• Service Delivery Management:
• Oversee the comprehensive delivery of IT services including applications and infrastructure to the designated client.
• Develop and implement strategies to ensure timely, efficient, and effective service delivery
• Monitor and manage service levels, performance metrics, and ensure adherence to service level agreements (SLAs) and Statement of Works (SOW)
• Continually review all aspects of service delivery and work with all lines of business to define and implement continues service improvement.
• Conduct regular reviews and assessments of service delivery processes to ensure alignment with client needs and industry standards.
• Identify and mitigate potential risks related to service delivery and client satisfaction.
• Develop contingency plans to address service disruptions or failures, ensuring minimal impact on client operations

• Client Management:

• Serve as the primary delivery point of contact for the client, ensuring their needs and expectations are consistently met with respect to services provided.
• Foster a positive and productive relationship with the client, understanding their business requirements and aligning IT services accordingly.
• Address and resolve any issues or escalations promptly to maintain high levels of client satisfaction.
• Collaborate with the client to identify and analyze business requirements, providing IT solutions that enhance operational efficiency and support business goals and drive operational transformation of the support model

• Leadership:

• Lead and mentor a team of IT professionals globally, ensuring high performance and professional growth.
• Coordinate with different lines of business, including Digital Business Services and Digital Foundation Services, to ensure cohesive service delivery.
• Resolve conflict between different lines of business to meet customer expectations and internal goals
• Manage End to End P&L and support sales growth plans to profitably expanded the business.
• Allocate and optimize resources effectively to support service delivery and execution.
• Working with the line of business leaders develop and execute annual performance improvement plans
• Leverage service lines in collaboration with sales to bring innovation and transformation to operations and generate value for the client

Qualifications:

• Education: Bachelor s degree in Information Technology, Business Administration, or a related field. Advanced degree or relevant certifications (e.g., ITIL, PMP) preferred.

• Experience: Minimum of 8-10 years of experience in IT service delivery, with at least 5 years in a leadership role managing both applications and infrastructure services.

• Skills:

• Strong background in business support and customer satisfaction, with demonstrated success in managing complex client relationships.
• Excellent leadership, communication, and interpersonal skills.
• Proven ability to manage and resolve complex technical and operational issues.
• Strong analytical and problem-solving abilities, with a focus on continuous improvement.
• Proficiency in service management frameworks and tools, such as ITIL, and experience with service management platforms.
• Proven track record in managing globally dispersed teams
• Ability to work within matrixed environments
• Experienced managing large P&Ls

• Attributes:
  • Customer-focused with a commitment to delivering high-quality service.
  • Strategic thinker with the ability to align IT services with business objectives.
  • Adaptable and resilient, with the ability to handle high-pressure situations and manage change effectively.
  • Innovation and Transformative thinking. Must be willing to think outside of the box and look beyond the contract.

Must Have Experience:

• Experience being a Delivery Head
• Experience with ASM (Application Service Management)
• Experience with Infrastructure (Infra)
• Experience with Cybersecurity
• Experience with SAP (ERP Solutions Basic understanding)
• Must have Manufacturing experience (Semiconductor, Quality Management, Medical Device Management, Environmental Management.)
• Experience with Digital Development
• Experience with Transformation Programs
• Experience with Integration (EDI, Azure, Webmethods)
• Experience in Managed Services
• Experience managing / building / maintaining relationships with CIO, CXO, Stakeholders.
• Experience with P&L
• Experience leading and Managing Service Delivery for Business Applications either as a service provider or as part of an internal IT organization
• Basic Understanding if IT Service Management (ITIL Certification Plus but not required)
• Working knowledge of infrastructure services and interdependencies on supporting business applications
• Experienced supporting and managing ERP (SAP, Infor, Dynamics, etc.) teams
• Must have Manufacturing Domain Knowledge (Discrete, Process, Automotive, Chemical, Hi Tech, etc.)
• Understanding of Industry 4.0 a plus but not required
• Working knowledge of modern application development methodologies (Agile, DevOps, Product Aligned)
• Must have experience leading a team of 150+ resources (Help grow the group)

Pay Range in Phoenix, Arizona, USA

Base Salary: $155k - $165k + Bonus Structure

In addition, this position qualifies for benefits like health insurance, paid time off (PTO), 401(K). Exact compensation may vary based on skills, experience, education, and/or to comply with federal or state law.

How You'll Grow

At HCLTech, we offer continuous opportunities for you to find your spark and grow with us. We want you to be happy and satisfied with your role and to really learn what type of work sparks your brilliance the best. Throughout your time with us, we offer transparent communication with senior-level employees, learning and career development programs at every level, and opportunities to experiment in different roles or even pivot industries. We believe that you should be in control of your career with unlimited opportunities to find the role that fits you best.

Equality & Opportunity for All

Representing 165 nationalities across the globe, we pride ourselves on being 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.