The Delivery Management Team (DMT) is accountable for ensuring the services subscribed for an application from the service catalogue are delivered as per agreed service levels by coordinating and overseeing delivery. The DMT acts as the focal point between suppliers (HCL IT Towers) and consumers.

Skill: ITIL & Reporting (Application availability, Incident, Problem, Change Mgmt)

Experience: L2 (4 years 9years)

Key Responsibilities:

- Willingness to work in 24*7 workplace (not mandatory)
- Fundamental knowledge of Networks, applications & infrastructure component
- Work experience with the following:
- Incident, Problem, Change lifecycle process.
- Any ITSM tool e.g.: Remedy, ServiceNow etc.
- Generating Reports through Dashboard, Remedy etc.
- Coordination with SRMs/data collations
- SLA follow up with AOD Teams and report to SLM Team
- Act as the focal point and key contact for the service.
- Own service levels and service quality.
- Manage customer relationships and escalations.
- Track volumes and RU levels.





• Drive continual service improvement.

The DMT provides governance, assurance, coordination, integration, collaboration, interoperability, and delivery oversight across services. The team takes end-to-end accountability for service performance and delivery while ensuring business needs are met.

Operational Responsibilities Include

- Change Management
- Incident Management
- Problem Management
- Capacity Management
- Availability Management
- Service Continuity Management
- Knowledge Management
- Escalation Management
- Reporting and Communications
- Planning and Scheduling
- Onboarding Governance

One-Time Services Responsibilities:

The Delivery Management Team remains accountable for service request delivery, customer guidance, service catalog support, risk escalation, and providing a consolidated customer view while leveraging Delivery Coordinators for execution activities.

📌 Incident And Problem Manager (Vijayawada)
🏢 HCLTech
📍 Vijayawada