Noida, Uttar Pradesh
Job Summary

Role : Service Delivery Manager

Key Responsibilities

About the Role:
HCL EdTech is looking for an experienced and customer-focused Service Delivery Lead to oversee the successful delivery of learning services and ensure operational excellence across client engagements. The ideal candidate will manage service delivery operations, drive process improvements, ensure SLA adherence, and collaborate with cross-functional teams to deliver a seamless learning experience.
Key Responsibilities
Lead end-to-end service delivery for assigned learning programs and client accounts.
Ensure adherence to Service Level Agreements (SLAs), quality standards, and delivery timelines.
Act as the primary point of contact for clients on service delivery-related matters.
Coordinate with Learning Operations, Project Management, Content, Technology, Customer Support, and other internal teams to ensure smooth execution.
Monitor service performance through dashboards, KPIs, and periodic reviews.
Identify delivery risks, resolve escalations, and implement preventive measures.
Drive continuous process improvement initiatives to enhance operational efficiency and customer satisfaction.
Manage resource planning, workload allocation, and capacity utilization.




Conduct governance meetings, prepare operational reports, and present performance metrics to stakeholders.
Mentor and lead service delivery teams, fostering a high-performance and customer-centric culture.
Ensure compliance with organizational policies, quality standards, and information security guidelines.

Skill Requirements

Strong experience in service delivery, operations management, or customer success.
Excellent stakeholder and client relationship management skills.
Experience managing SLAs, KPIs, and operational governance.
Robust analytical and problem-solving abilities.
Excellent communication, presentation, and leadership skills.
Experience in risk management and escalation handling.
Proficiency in MS Excel, PowerPoint, and reporting tools.
Knowledge of Learning Management Systems (LMS) and EdTech operations is preferred.
Experience with project management methodologies is an added advantage.
Qualifications

Other Requirements
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📌 Service Delivery Manager (Noida)
🏢 HCLTech
📍 Noida