Service Delivery Director (SDD)

Experience: 10 to Not Available years

Location: Nagpur, India

Skills: IT program governance, enterprise IT environments, service operations, stakeholder management, financial management, program reporting, IT Service Management, Infrastructure, PMP, PgMP, ITIL, SAFe, TOGAF, Jira, Azure DevOps, ServiceNow, Power BI, Excel, executive dashboards

Job Summary
Job Title: IT Program Manager
Role Summary
The IT Program Manager is accountable for overseeing large, complex IT programs consisting of multiple interrelated projects across infrastructure, applications, service management, and digital initiatives. This role ensures strategic alignment, delivery excellence, risk management, and measurable business outcomes while serving as the primary interface to senior IT and business leadership.

Key Responsibilities
Program Governance & Strategy
• Own end to end delivery of enterprise IT programs aligned to business and technology strategy
• Establish program governance, operating model, roadmaps, and success metrics
• Ensure alignment across IT architecture, security, compliance, and enterprise standards
IT Delivery & Execution
• Lead multiple concurrent IT projects across domains such as Service Desk, Infrastructure, Cloud, Applications, Security, and Automation
• Manage program schedules, dependencies, milestones, risks, and inter team handoffs
• Ensure adherence to ITIL, SDLC, Agile, or hybrid delivery models as applicable
Stakeholder & Executive Management
• Act as the single point of accountability for IT program health and outcomes
• Provide concise, CIO /CDIO ready dashboards, executive summaries, and risk outlooks
• Manage escalations and drive issue resolution across L2/L3 teams, vendors, and partners
Financial & Resource Management
• Own program budgets, forecasting, cost optimization, and financial reporting
• Manage resource planning across internal teams, vendors, and managed services partners
• Ensure SLA, KPI, and contractual commitments are met
Risk, Dependency & Change Management
• Proactively identify and mitigate IT risks (availability, security, performance, compliance)
• Manage cross platform and cross vendor dependencies
• Drive change management, communication, and adoption across IT and business teams
Operational Excellence & Continuous Improvement
• Drive standardization, automation, and process improvements across IT programs
• Leverage data, trends, and analytics to improve delivery predictability and outcomes
• Capture lessons learned and institutionalize best practices
Required Skills & Competencies
• Strong IT program governance and large scale delivery experience
• Deep understanding of enterprise IT environments and service operations
• Executive level communication and stakeholder management skills
• Strong financial management and program reporting expertise
• Proven ability to manage complexity, ambiguity, and competing priorities
• Data driven, risk focused, and outcome oriented mindset
Experience & Qualifications
• 10+ years of experience in IT program or project management
• Proven experience managing large, enterprise IT or transformation programs
• Strong background in IT Service Management, Infrastructure, or Application delivery
• Certifications preferred: PMP, PgMP, ITIL, SAFe, TOGAF (as applicable)
• Experience working with global delivery teams and third party vendors
Tools & Environment (Preferred)
• IT PM and Agile tools (MS Project, Jira, Azure DevOps)
• ITSM platforms (ServiceNow or equivalent)
• Reporting & analytics tools (Power BI, Excel, executive dashboards)
Success Measures
• Predictable and on time IT program delivery
• Reduced operational risk and improved service stability




• High stakeholder satisfaction and executive confidence
• Measurable business and technology outcomes
Key Responsibilities
Job Title: IT Program Manager
Role Summary
The IT Program Manager is accountable for overseeing large, complex IT programs consisting of multiple interrelated projects across infrastructure, applications, service management, and digital initiatives. This role ensures strategic alignment, delivery excellence, risk management, and measurable business outcomes while serving as the primary interface to senior IT and business leadership.

Key Responsibilities
Program Governance & Strategy
• Own end to end delivery of enterprise IT programs aligned to business and technology strategy
• Establish program governance, operating model, roadmaps, and success metrics
• Ensure alignment across IT architecture, security, compliance, and enterprise standards
IT Delivery & Execution
• Lead multiple concurrent IT projects across domains such as Service Desk, Infrastructure, Cloud, Applications, Security, and Automation
• Manage program schedules, dependencies, milestones, risks, and inter team handoffs
• Ensure adherence to ITIL, SDLC, Agile, or hybrid delivery models as applicable
Stakeholder & Executive Management
• Act as the single point of accountability for IT program health and outcomes
• Provide concise, CIO /CDIO ready dashboards, executive summaries, and risk outlooks
• Manage escalations and drive issue resolution across L2/L3 teams, vendors, and partners
Financial & Resource Management
• Own program budgets, forecasting, cost optimization, and financial reporting
• Manage resource planning across internal teams, vendors, and managed services partners
• Ensure SLA, KPI, and contractual commitments are met
Risk, Dependency & Change Management
• Proactively identify and mitigate IT risks (availability, security, performance, compliance)
• Manage cross platform and cross vendor dependencies
• Drive change management, communication, and adoption across IT and business teams
Operational Excellence & Continuous Improvement
• Drive standardization, automation, and process improvements across IT programs
• Leverage data, trends, and analytics to improve delivery predictability and outcomes
• Capture lessons learned and institutionalize best practices
Required Skills & Competencies
• Robust IT program governance and large scale delivery experience
• Deep understanding of enterprise IT environments and service operations
• Executive level communication and stakeholder management skills
• Strong financial management and program reporting expertise
• Proven ability to manage complexity, ambiguity, and competing priorities
• Data driven, risk focused, and outcome oriented mindset
Experience & Qualifications
• 10+ years of experience in IT program or project management
• Proven experience managing large, enterprise IT or transformation programs
• Strong background in IT Service Management, Infrastructure, or Application delivery
• Certifications preferred: PMP, PgMP, ITIL, SAFe, TOGAF (as applicable)
• Experience working with global delivery teams and third party vendors
Tools & Environment (Preferred)
• IT PM and Agile tools (MS Project, Jira, Azure DevOps)
• ITSM platforms (ServiceNow or equivalent)
• Reporting & analytics tools (Power BI, Excel, executive dashboards)




Success Measures
• Predictable and on time IT program delivery
• Reduced operational risk and improved service stability
• High stakeholder satisfaction and executive confidence
• Measurable business and technology outcomes
Other Requirements
Job Title: IT Program Manager
Role Summary
The IT Program Manager is accountable for overseeing large, complex IT programs consisting of multiple interrelated projects across infrastructure, applications, service management, and digital initiatives. This role ensures strategic alignment, delivery excellence, risk management, and measurable business outcomes while serving as the primary interface to senior IT and business leadership.

Key Responsibilities
Program Governance & Strategy
• Own end to end delivery of enterprise IT programs aligned to business and technology strategy
• Establish program governance, operating model, roadmaps, and success metrics
• Ensure alignment across IT architecture, security, compliance, and enterprise standards
IT Delivery & Execution
• Lead multiple concurrent IT projects across domains such as Service Desk, Infrastructure, Cloud, Applications, Security, and Automation
• Manage program schedules, dependencies, milestones, risks, and inter team handoffs
• Ensure adherence to ITIL, SDLC, Agile, or hybrid delivery models as applicable
Stakeholder & Executive Management
• Act as the single point of accountability for IT program health and outcomes
• Provide concise, CIO /CDIO ready dashboards, executive summaries, and risk outlooks
• Manage escalations and drive issue resolution across L2/L3 teams, vendors, and partners
Financial & Resource Management
• Own program budgets, forecasting, cost optimization, and financial reporting
• Manage resource planning across internal teams, vendors, and managed services partners
• Ensure SLA, KPI, and contractual commitments are met
Risk, Dependency & Change Management
• Proactively identify and mitigate IT risks (availability, security, performance, compliance)
• Manage cross platform and cross vendor dependencies
• Drive change management, communication, and adoption across IT and business teams
Operational Excellence & Continuous Improvement
• Drive standardization, automation, and process improvements across IT programs
• Leverage data, trends, and analytics to improve delivery predictability and outcomes
• Capture lessons learned and institutionalize best practices
Required Skills & Competencies
• Strong IT program governance and large scale delivery experience
• Deep understanding of enterprise IT environments and service operations
• Executive level communication and stakeholder management skills
• Strong financial management and program reporting expertise
• Proven ability to manage complexity, ambiguity, and competing priorities
• Data driven, risk focused, and outcome oriented mindset
Experience & Qualifications
• 10+ years of experience in IT program or project management
• Proven experience managing large, enterprise IT or transformation programs
• Strong background in IT Service Management, Infrastructure, or Application delivery
• Certifications preferred: PMP, PgMP, ITIL, SAFe, TOGAF (as applicable)
• Experience working with global delivery teams and third party vendors
Tools & Environment (Preferred)
• IT PM and Agile tools (MS Project, Jira, Azure DevOps)
• ITSM platforms (ServiceNow or equivalent)
• Reporting & analytics tools (Power BI, Excel, executive dashboards)
Success Measures
• Predictable and on time IT program delivery
• Reduced operational risk and improved service stability
• High stakeholder satisfaction and executive confidence
• Measurable business and technology outcomes

📌 Service Delivery Director (SDD) (Nagpur)
🏢 HCL Technologies
📍 Nagpur