Service Delivery Director (SDD)

Experience: Not Available to Not Available years

Location: Noida, India

Skills: ITIL framework, Multi-tower delivery experience, Infra, Cloud, Network, Security, Client handling, Stakeholder management, SLA governance, KPI governance, Team leadership, Escalation handling, Decision making, Executive presentation skills, Automation initiatives, i-Automate, Tanium, Cloud exposure, Azure, AWS, Financial management, P&L; ownership

Job Summary
Senior SDM is responsible for end-to-end service delivery ownership, client relationship management, financial governance, and strategic transformation initiatives. The role acts as the single point of accountability (SPOC) for delivery, SLA compliance, and customer satisfaction.

Key Responsibilities
End-to-End Service Delivery Ownership
Own delivery across all towers (Infra / App / Network / Security)
Ensure SLAs, KPIs, and contractual commitments are met consistently
Deliver services on time, within budget, and with expected quality

Client & Stakeholder Management
Act as primary escalation point and customer SPOC
Build strong relationships with: Client leadership
Business stakeholders
Drive governance cadence (Weekly / Monthly / QBR / SteerCo)
Ensure high Client Satisfaction (CSAT)

Operations & SLA Governance
Monitor and report delivery performance across all service lines
Review SLA metrics, identify gaps, and drive corrective actions
Ensure adherence to: Incident, Problem, Change Management processes
Root Cause Analysis (RCA) and preventive actions

Financial & Commercial Management
Own: Budget, revenue,



and cost optimization
Manage: Margins, resource utilization, billing, and forecasting
Track financial variance and drive efficiency programs

Team & Resource Management
Lead large distributed teams (Onsite + Offshore)
Ensure: Resource utilization
Skill alignment and training plans
Manage performance and drive productivity improvements

Risk, Compliance & Audit
Identify delivery risks and maintain risk registers
Ensure compliance with: ITIL processes
Security and audit requirements
Drive mitigation plans and governance reporting

Service Improvement & Transformation
Drive continuous improvement initiatives
Identify automation opportunities (e.g., monitoring, patching, backup workflows)
Lead transformation programs (Cloud, Automation, DevOps)
Improve efficiency, reduce incidents, and enhance service quality

Major Incident & Escalation Management
Lead resolution of critical incidents (P1/P2)
Drive coordination across multiple towers
Ensure timely business communication and closure

Skill Requirements
Core Skills
IT Service Management (ITIL framework)
Multi-tower delivery experience (Infra / Cloud / Network / Security)
Solid client handling and stakeholder management
SLA / KPI governance and reporting

Leadership Skills
Team leadership across global teams
Escalation handling and decision making
Communication and executive presentation skills

Other Requirements
Good to Have
Automation initiatives (i-Automate, Tanium, etc.)
Cloud (Azure / AWS) exposure
Financial management (P&L; ownership)

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