Service Delivery Manager (DFS)

Experience: 15 to Not Available years

Location: Lucknow, India

Skills: ITIL, Six Sigma, ISO standards, P&L; management, budgeting, KPI tracking, leadership, stakeholder management

Job Summary
A Service Delivery Manager (SDM) ensures the seamless delivery of IT and business services to clients, maintaining high standards of performance, customer satisfaction, and operational efficiency. The role is both strategic and operational, requiring solid leadership, stakeholder management, and process governance.

Key Responsibilities
Client & Stakeholder Engagement
• Serve as the primary point of contact for clients, including CXO-level stakeholders
• Lead monthly and quarterly executive reviews and service improvement plans
• Build and maintain strong relationships with internal and external teams across geographies
Service Operations & Delivery
• Oversee service desk, field services, IP telephony, and platform operations
• Monitor service delivery performance metrics and ensure adherence to SLAs
• Coordinate incident, problem, change, and release management following ITIL standards
Team Leadership & Development
• Manage large global teams (200+ members in some cases)
• Guide and mentor service desk staff,



ensuring professional development and performance balance
• Conduct regular training and performance evaluations
Process & Compliance
• Develop and maintain service delivery policies, procedures, and documentation
• Ensure compliance with organizational and regulatory standards, including risk and data security
• Participate in change management and service acceptance processes
Strategic Planning & Innovation
• Align service delivery goals with business and IT strategies
• Identify opportunities for business development and service expansion
• Lead transition and transformation initiatives within the service domain
Skill Requirements
• Bachelor’s degree in business administration, IT, or related field
• Minimum 15 years of experience in IT service delivery, with at least 10 year in team management
• Strong understanding of ITIL, Six Sigma, ISO standards, and compliance frameworks
• Excellent communication, leadership, and stakeholder management skills
• Experience in managing P&L;, budgeting, and KPI tracking
• Must be willing for adhoc travels
• Must be willing to work from office as per company norms
Other Requirements
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📌 Service Delivery Manager (DFS) (Lucknow)
🏢 HCL Technologies
📍 Lucknow