Group Operations Manager - Service Delivery Management

Experience: 10 to 15 years

Location: Bangalore, India

Skills: LAN/WAN, Wireless, Firewalls, VPNs, Load Balancers, IDS/IPS, SIEM, Endpoint security, Perimeter security, SOC operations, Managed security services, ITIL, ITSM, Cloud security, Azure, AWS, ServiceNow

Job Summary
The Security Service Delivery Manager is responsible for end-to-end delivery of managed security and network security services for one or more enterprise customers. The role ensures service stability, SLA compliance, customer satisfaction, and continuous service improvement, while acting as the single point of accountability for security operations delivery. A Group Operations Manager manages the operational activities across multiple departments or locations, ensuring efficiency, consistency, and alignment with strategic goals. The role involves effective team management, budgets, and resources, focusing on process improvement, performance enhancement, and adherence to quality standards and compliance requirements.

Key Responsibilities
Act as the primary interface between the customer and HCLTech for security service delivery
Build and sustain strong customer relationships at operational and leadership levels
Lead service reviews, governance calls, and executive reporting
Manage customer expectations during BAU operations, major incidents, and projects
Own delivery of in-scope Security Services, such as:
• SOC operations
• Network Security (LAN/WAN, Wireless, Firewalls, VPN, Load Balancers)
• Perimeter & Endpoint Security
• IDS/IPS, SIEM, Vulnerability Management
Ensure adherence to SLAs, OLAs, KPIs, and contractual commitments
Track and report service performance, availability, incident trends, and risks
Coordinate across internal towers (SOC, Infra, Cloud, Workplace, Network) and third-party vendors




Act as escalation owner for security incidents and service disruptions
Lead Major Incident Management including war rooms, customer communication, and executive updates
Ensure timely Root Cause Analysis (RCA) and preventive actions
Drive problem management and recurring incident reduction initiatives
Provide direction and operational governance to security delivery teams
Drive shift effectiveness, on-call readiness, and operational discipline
Identify skill gaps, training needs, and succession planning
Foster a culture of accountability, continuous improvement, and security-first mindset
1. Develops and implements operational strategies to achieve business objectives, ensuring alignment with the company's overall vision and goals.
2. Identifies and implements process improvements to enhance efficiency, reduce costs, and improve overall productivity.
3. Leads and mentors teams, providing coaching, training, and feedback to improve performance, and fosters a positive and collaborative work environment.
4. Manages budgets, resources, and procurement, ensuring efficient allocation and cost-effectiveness.
5. Tracks and analyzes key performance indicators (KPIs) to identify areas for improvement and optimize operations.
6. Ensures compliance with company policies, regulations, and industry standards, and maintains high quality standards.
7. Facilitates effective communication and collaboration with other departments, stakeholders, and vendors.
8.



Identifies and manages potential risks, implementing mitigation strategies to minimize impact.

Skill Requirement
strong understanding of security operations and network security technologies, including:
• LAN/WAN, Wireless
• Firewalls, VPNs, Load Balancers
• IDS/IPS, SIEM
• Endpoint and perimeter security
Hands-on experience managing enterprise security service delivery
Proven experience in Major Incident Management
Strong stakeholder communication and executive reporting skills
Experience with SOC operations and managed security services
Knowledge of ITIL / ITSM processes
Exposure to cloud security (Azure/AWS) environments
Familiarity with ServiceNow or equivalent ITSM tools
1. Group Operations Manager needs a combination of hard and soft skills to effectively lead and manage operational processes within an organization.
2. These skills include leadership, communication, problem-solving, analytical thinking, and project management, among others.
3. Additionally, robust financial and organizational skills are crucial for managing budgets and resources, and ensuring effective workflows.

Other Requirements
Bachelor’s degree in Engineering / Computer Science / IT
ITIL Foundation or higher
Security certifications such as CISSP, CISM, Security+ (good to have)
Typically 10–15+ years of overall IT experience
5+ years in security or infrastructure service delivery / operations leadership
This role is to Manage 50 resources in the security space and managing the customer expectations. Looking for a good Security Service deliver Manager.. Need a E4.2 but unfortunately cant select in the opsview portal. Please open only a E4.2 PRF.
1. ITIL 4 Foundation is a must and PMP/Prince2 or Six Sigma are optional

📌 Group Operations Manager Service Delivery Management (Bengaluru)
🏢 HCL Technologies
📍 Bengaluru