Group Operations Manager - Service Delivery Management

Gautam Buddha Nagar, Uttar Pradesh

Job Summary

Service Delivery Manager Role code: SDM | Management – Engagement | Service Delivery – EUS Service Tower 2.0 Reports to Global Client Partner / Engagement Lead Accountability Responsible for overall delivery of the Services Availability Location Interface France (Client office) and HCLTech India Single point of interface to Client stakeholders Contactable on local telephone / mobile during SOH ROLE PURPOSE Scope ref. Attachment 2-D §2.5.3, §2.5.5 · Annex 5 Governance Accountable for overall delivery of the End User Services scope. Provides the single point of interface to Client stakeholders across service lines, holds the performance and improvement agenda, and ensures the delivery organisation responds to the Client's operational, economic and user-experience expectations.

Key Responsibilities

KEY RESPONSIBILITIES – CONTRACTUAL SCOPE • Ensure complete operational alignment with Client counterparts and participate in operational meetings and workshops for the delivery of the Services (§2.5.3). • Represent delivery in weekly, monthly, quarterly and annual governance committees, and track actions to closure within the committee timeline obligations (Annex 5). • Ensure monitoring and management of crisis situations, including activation of crisis communication and coordination of all involved parties. • Ensure that country-specific and language-specific requirements are addressed across the nine supported languages and all Sites in Annex 2-A. • Own quality of service delivery and the achievement of Critical Service Levels, KPIs and XLAs; own exception reporting and Service Improvement Plans where performance falls short. • Focus the organisation on user experience and on Users' perception of consuming IT services, including CSAT and experience-level outcomes. • Maintain alignment with the economic and organisational context,



business lines and product structure of the Client; own the commercial and volumetric health of the engagement. • Govern the Continuous Improvement Plan, the transformation and automation roadmap, and the succession and backup register for key resources (§3.11, §2.5.6). ENGAGEMENT-LEVEL PERFORMANCE OBLIGATIONS REF INDICATOR REQUIREMENT REF CSL-16 User satisfaction > 80% INDICATOR CSL-19 Reporting – Service Levels REQUIREMENT 48 business hours / > 90% PI Performance Indicator reporting Max 4 days after month end Gov. Gov. Monthly committee minutes Max 3 days after committee CIP Monthly committee deck / inputs Approved improvement actions The role is accountable for the aggregate CSL, KPI and XLA position across the tower, not only for the indicators listed.

Skill Requirements

SKILLS & EXPERIENCE ESSENTIAL • 12+ years in IT service delivery with full P&L; and SLA accountability on an enterprise outsourcing account. DESIRABLE Inputs 5 d · deck 3 d before ‡ 6 per calendar year • Working French language capability given the Client office location. • Proven governance leadership with executive Client stakeholders in a multi-country, multi-language scope. • Command of Service Level Management, service credits, reporting obligations and improvement plan mechanics. • Experience of multi-vendor / SIAM ecosystems and Third Party coordination. • Fluent qualified English; ITIL 4 certified. ROLE NOTES • Transition and transformation leadership experience. • Experience of agile squad-based delivery and product-oriented operating models. • Background in End User Services and workplace transformation. Two Service Delivery Manager positions are recognised in the Delivery Model — one based at the Client's office in France and one in India — both responsible for overall delivery. Managerial profiles act as designated SPOC for their squads or service towers and can be contacted directly by the Client.

Other Requirements

Other Requirement : sdm, L3

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