Service Delivery Lead

HCLTech
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📍 Chennai, India

About this role

Job Summary

Quality & Transformation Lead – Source to Pay, Order to Cash, Supply Chain 

Key Responsibilities

 

  • Lead Quality Assurance and Process Excellence function, ensuring compliance with global regulatory standards
  • Develop a robust Quality Control Framework and ensure implementation, adherence and effectiveness of audits conducted
  • Lead independent service assurance projects or work as a collaborator to help our clients in their service assurance journey to improve the quality of output continuously.
  • Institutionalize strong Governance Structure and operational mechanisms to embed quality and innovation as part of the BAU deliverables and ensure seamless operations
  • De-Risk operations through deployment of Risk Control & Best Practice framework, best in class Digital solutions
  • Ensure Quality sampling methodology is effective and Quality checks as per defined framework ensuring feedback and consequence management is in place
  • Optimize resource capacity, inter agent variation within Delivery and QA
  • Own and deliver on committed efficiency improvement in engagement through CI
  • Identify Digital led transformation opportunities and bring best practices from existing relationships in S2P, Order to Cash
  • Institute a reporting mechanism and strong governance for measurement and reporting
  • Anticipate and highlight challenges for resolution to avoid disruption to operations and client business
  • Client satisfaction/ dissatisfaction measurement & analysis through independent surveys.
  • Mentor and build LSS DNA in the operations environment

 

Skill Requirements

  • Experience in Building Quality Frameworks independently within Supply chain function and smooth implementation and adherence
  • Knowledge of Quality Monitoring process and system
  • Relevant experience in Lean and Digital Transformation, knowledgeable about tools and platforms used in Invoice to Pay, O2C, SCM in mid-size to large Global clients
  • Hands on experience on process diagnostic study, VSM, lean techniques, brainstorm solutions
  • Good analytical skills to drive meaningful conversations using insights from data
  • Knowledge and hands on deployment experience in Agentic AI, GEN AI solutions is an added advantage
  • Hands on presentations for senior leadership, advanced MS-Office (excel etc.)
  • Preferred BB certification in Lean Six Sigma from Recognized Institutions
  • Strong Communication and storytelling skills, should have experience in managing senior stakeholders (External & Internal) and be able to influence decisions
  • Should have prior Team management experience
  • Exposure to multiple Industry desired.

Other Requirements

  • Bachelor’s degree/Post Graduate degree, LSS certification (BB preferred)15+ years, domain knowledge in Source to Pay, Order to Cash, Supply Chain
  • BPO/GBS service industry experience
  • 10+ years in Quality and Process Excellence role

QA Automation / Transformation exp is desirable

 

 

Frequently Asked Questions

Is the salary disclosed for the Service Delivery Lead position at HCLTech?
The salary for this Service Delivery Lead role at HCLTech is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Service Delivery Lead position at HCLTech located?
This Service Delivery Lead role at HCLTech is based in Chennai, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the Service Delivery Lead position at HCLTech?
Click the "Apply Now" button on this page. You will be redirected to HCLTech's official application portal hosted on successfactors where you can submit your application directly.
When was the Service Delivery Lead job at HCLTech posted?
This Service Delivery Lead position at HCLTech was posted on Sep 16, 2026. Apply as soon as possible — early applications are often reviewed first.
Service Delivery Lead
HCLTech
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