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Group Operations Manager - Service Delivery Management

France

Job Description

Group Operations Manager - Service Delivery Management

Paris, Île-de-France

Job Summary

The Service Delivery Manager is responsible for the end-to-end delivery of IT infrastructure and workplace support services for Allianz Works FSO. The role focuses on ensuring service excellence, operational governance, customer satisfaction, compliance adherence, vendor management, and continuous service improvement while meeting contractual and business objectives.

Key Responsibilities

Manage the day-to-day delivery of FSO services in line with agreed SLAs, KPIs, and contractual commitments. Act as the primary point of contact for customer stakeholders, ensuring effective communication and relationship management. Drive service governance through regular operational reviews, service performance reporting, and risk management activities. Lead incident, problem, change, and service request management processes to ensure timely resolution and service stability. Monitor service performance metrics, identify improvement opportunities, and implement corrective actions where required. Coordinate with global delivery teams, vendors, and internal support functions to ensure seamless service delivery. Manage demand planning, resource allocation, onboarding, and offboarding activities to support business requirements. Ensure compliance with organizational policies, customer requirements, audit controls, information security standards, and regulatory obligations. Drive financial governance, including effort management, forecasting, cost optimization, invoicing support, PO tracking, and contract compliance. Support customer escalations and ensure timely resolution of critical business and operational issues. Lead continuous improvement initiatives, automation opportunities, and service transformation programs. Maintain high levels of customer satisfaction and support account growth initiatives.

Skill Requirements

IT Service Management (ITIL)



Service Delivery & Operations Management Stakeholder & Customer Management Vendor & Contract Management SLA / KPI Governance Risk, Audit & Compliance Management Financial & Resource Management Incident, Problem & Change Management Team Leadership & People Management Communication, Negotiation & Escalation Management

Other Requirements

SLA and KPI achievement Customer Satisfaction (CSAT) Service Quality and Compliance Scores Audit and Governance Adherence Financial Performance and Cost Optimization Timely Closure of Risks, Issues, and Action Items Resource Utilization and Team Performance

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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📌 Group Operations Manager - Service Delivery Management (India)
🏢 HCLTech
📍 India