Integrated Service Delivery Head at HCLTech

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 219,000 people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.

The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be. If all this sounds like an environment you'll thrive in, then you're in the right place.

Job Summary:

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

Job Title: Integrated Service Delivery Head / Program Director

Job ID: 2498024

Position Type: Full-time Employment

Location: Los Angeles, California, USA

The role of an Integrated Service Delivery Head involves overseeing and managing the delivery of integrated services across various departments and projects. Here are some key responsibilities and requirements for this position:

• Service Delivery Management: Ensuring the smooth operation and delivery of IT services, including applications and infrastructure management. This involves maintaining single-point accountability for all strategic and tactical aspects of service delivery
• Operational Excellence: Focusing on improving business KPIs through business-aware operations and modernization initiatives. This includes leveraging tools and frameworks to reduce incidents and service requests
• Governance and Compliance: Establishing clear governance structures, roles, and responsibilities to ensure compliance and effective service delivery. This includes managing structured, semi-structured, and unstructured data to ensure compliance and access to archived data
• Innovation and Transformation: Driving continuous innovation and operational transformation initiatives. This includes creating innovation funds for proof of concepts (POCs) and leveraging new technologies to enhance service delivery
• Collaboration and Partnership: Working closely with various departments and external partners to ensure the successful delivery of services. This includes managing partnerships with technology providers and ensuring alignment with business goals
• Performance Management: Monitoring and managing performance metrics to ensure the efficiency and effectiveness of service delivery. This includes setting and achieving target SLAs and backlog reduction goals
• Client Relationships Management - This role is vital for maintaining high levels of customer satisfaction and ensuring the smooth operation of service delivery processes. An Integrated Service Delivery Manager plays a crucial role in ensuring that services are delivered efficiently and effectively to meet client needs. Here are some key responsibilities and duties typically associated with this role:

Must Have Experience:

• Experience leading and Managing Service Delivery for Business Applications either as a service provider or as part of an internal IT organization
• Experience managing / building / maintaining relationships with CIO, CXO, Stakeholders.
• Well-versed with 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 like Oracle Cloud
• Solution and Transformative mind-set
• Working knowledge of modern application development methodologies (Agile, DevOps, Product Aligned)
• Must have experience leading a team of 250+ resources (Help grow the group)

Responsibilities:

• Service Coordination: Oversee the delivery of integrated services to clients, ensuring they meet contractual requirements and client expectations. Coordinate with various departments to ensure seamless service delivery.
• Client Relationship Management: Build and maintain strong relationships with clients. Act as the primary point of contact for client issues and escalations.
• Performance Monitoring: Monitor and report on service performance, ensuring adherence to service level agreements (SLAs). Implement corrective actions when service standards are not met.
• Process Improvement: Develop and implement service delivery standards and processes. Identify opportunities for improvement and drive continuous improvement initiatives.
• Team Leadership: Lead and manage service delivery teams, providing direction and support. Ensure team members are adequately trained and resourced.
• Budget Management: Plan and manage budgets for service delivery. Negotiate contracts with vendors and suppliers.
• Compliance and Risk Management: Ensure all services comply with relevant laws, regulations, and company policies. Manage risks associated with service delivery.

Skills and Qualifications:

• Technical Knowledge: Strong understanding of IT infrastructure and service management.
• Project Management: Excellent project management skills to coordinate and execute service delivery projects.
• Communication: Strong communication and interpersonal skills to manage client relationships and team dynamics.
• Problem-Solving: Ability to identify and resolve service delivery issues effectively.
• Leadership: Proven leadership skills to manage and motivate team

Pay Range in Los Angeles, California, USA

Base Salary: $148,000-$160,000 + 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.