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Service Delivery Manager (SDM)

India

Job Description

Service Delivery Manager (SDM)

Bengaluru, Karnataka

Job Summary

Business Relationship Manager - Digital Workplace & Network Services\r\nPurpose\r\nServe as the strategic liaison between business stakeholders, client Product Owners, service providers and IT delivery teams to align technology services with business objectives.\r\nSIAM Context\r\nMulti-vendor environment requiring end-to-end service integration, cross-supplier governance, operational alignment and consistent process execution.\r\nService Scope\r\nDigital Workplace, Service Desk, End User Computing, Collaboration Platforms, Microsoft 365, Endpoint Management, LAN/WAN, SD-WAN, Wireless, Telecom, Network Security and Cloud Connectivity.\r\nPrimary Stakeholders\r\nClient Product Owners, business stakeholders, Workplace Services, Service Desk, Network Operations, Process Owners, Architects, Suppliers and Third-party service providers.\r\nOperating Model\r\nMulti-vendor / SIAM environment with solid focus on governance, service performance, process adherence, cross-provider coordination and continual service improvement.\r\nCore Outcomes\r\nImproved service experience, high SLA/KPI/XLA compliance, strong stakeholder satisfaction, reliable service performance and successful implementation of new business requirements\r\n

Key Responsibilities

Detailed Responsibilities\r\nRequirement Gathering\r\nGather new business requirements, service enhancement requests and transformation needs from client stakeholders and Product Owners.\r\nCommunication Facilitation\r\nFacilitate communication between relevant Workplace Services, Service Desk, Network Services, third-party providers and the client Product Owner.\r\nImplementation Coordination\r\nCoordinate implementation activities with the client and delivery teams, ensuring agreed requirements are planned, tracked and delivered through governance processes.\r\nClient Advisory\r\nAdvise the client on Workplace and Network service scope, operational agreements, service levels, reporting requirements, governance expectations and improvement opportunities.\r\n

Skill Requirements

Issue Analysis & Resolution\r\nAnalyze and address organizational, technical and cross-service issues with relevant stakeholders across client, Workplace, Service Desk, Network and third-party service teams.\r\nEscalation & Contact Governance\r\nKeep stakeholder, support and escalation contact information up-to-date; coordinate identification and onboarding of new contacts when required.\r\nGovernance Forums\r\nLead or support service reviews, business reviews, supplier reviews and executive governance meetings to drive accountability and service transparency.\r\n\r\nService Delivery Performance & Process Ownership \r\nSLA / KPI / XLA Tracking\r\nMonitor end-to-end service metrics across Workplace, Service Desk and Network services.\r\nPerformance dashboards, trend insights and action plans.\r\nService Reviews\r\nLead service performance discussions with client and delivery stakeholders.\r\nClear decisions, risks,



actions and ownership.\r\nRisk & Escalation Management\r\nCoordinate resolution of business-impacting incidents, unresolved issues and cross-service dependencies.\r\nReduced business impact and timely stakeholder communication.\r\nSupplier Accountability\r\nEnsure suppliers and internal teams remain aligned to service commitments.\r\nImproved supplier performance and transparent governance.\r\nProcess Ownership\r\nProcess\r\nPurpose\r\nIncident / Major Incident\r\nEnsure timely response, clear communication and business impact management.\r\nProblem / CSI\r\nDrive root cause elimination, recurring issue reduction and service improvement.\r\nChange / Request\r\nSupport controlled implementation and streamlined fulfillment of business demands.\r\nKnowledge / Service Level\r\nImprove resolution quality, service transparency and performance predictability.\r\n

Other Requirements

Technical Capabilities \r\nDigital Workplace\r\nNetwork Services\r\nITSM, Reporting & Governance\r\n- Microsoft 365\r\n• Teams, Exchange Online, SharePoint, OneDrive\r\n• Intune / Endpoint Manager\r\n• Entra ID / Azure AD\r\n• Windows 10/11 Enterprise\r\n• SCCM / MECM\r\n• AVD / Citrix Workspace\r\n• Digital Employee Experience tools\r\n- ServiceNow ITSM and CMDB\r\n• ITIL Service Management\r\n• SIAM governance models\r\n• SLA / KPI / XLA management\r\n• Service reporting and analytics\r\n• Power BI dashboards\r\n• Risk and compliance controls\r\n• Supplier performance management\r\nNote: BRM is not expected to be the hands-on domain engineer, but should have enough technical fluency to challenge, advise, prioritize and govern service outcomes.\r\nRequired Experience\r\n10+ years in IT service management, service delivery, business relationship management or service governance; experience in enterprise Digital Workplace and Network Services environments.\r\nOperating Model Experience\r\nProven experience in multi-vendor or SIAM-based service operating models with strong service governance, supplier management and stakeholder engagement.\r\nCore Competencies\r\nBusiness relationship management, stakeholder communication, demand management, service performance management, process governance, escalation management and continual service improvement.\r\nPreferred Certifications\r\nITIL 4, SIAM Foundation / Professional, Microsoft 365 Enterprise Administrator, Azure Administrator Associate, Cisco CCNP, PMP / PRINCE2, Agile / Scrum.\r\nSuccess Measures\r\nStakeholder satisfaction, CSAT/XLA improvement, SLA/KPI achievement, supplier compliance, process maturity, reduced major incidents, successful implementation of requirements and measurable service improvement realization.\r\n\r\n

Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI,



powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.

Copyright © 2026 HCL Technologies Limited

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📌 Service Delivery Manager (SDM) (India)
🏢 HCLTech
📍 India