Noida, Uttar Pradesh
Job Summary
Key Responsibilities
Responsibilities: 1. Service Delivery & Operations Management Lead and manage end-to-end service delivery for multiple accounts/projects Ensure adherence to SLAs, KPIs, OLAs, and contractual commitments Drive continuous improvement in service quality, productivity, and efficiency Implement and enforce ITIL-based service management practices 2. Client & Stakeholder Management Build and maintain strong relationships with client stakeholders and leadership teams Act as the primary escalation point for service-related issues Conduct regular governance meetings (MBR, QBR, operational reviews) Drive customer satisfaction (CSAT) and identify growth opportunities 3. Financial & Commercial Management Manage P&L; responsibilities, revenue forecasting, and margin improvement Ensure timely billing, invoicing, and revenue realization Oversee contract compliance, renewals, and change requests (CRs) Support business growth through upselling and cross-selling initiatives 4.
Team Leadership & Resource Management Lead and mentor cross-functional teams including technical, support, and project staff Drive resource planning, onboarding, and workforce optimization Foster a culture of accountability, performance, and continuous learning Conduct performance reviews and talent development initiatives 5. Risk, Compliance & Governance Identify and mitigate delivery risks and issues proactively Ensure compliance with organizational policies, security standards, and regulatory requirements Manage audits, escalations, and service recovery plans 6. Process Improvement & Transformation Drive automation, digital transformation, and operational excellence initiatives Implement best practices, frameworks (ITIL, ISO, Agile, DevOps as applicable) Lead initiatives for cost optimization and efficiency improvement
Skill Requirements
Skill Requirement: Solid expertise in IT Service Delivery / Managed Services Proven experience managing large enter
📌 Service Delivery Manager (Noida)
🏢 HCLTech
📍 Noida