Service Delivery Manager - Operations Management
About this role
Job Summary
This role is responsible for overseeing service delivery operations, managing escalations, and ensuring client requirements are met with excellence. The individual will provide expert guidance to delivery teams, drive operational improvements, and foster strong client relationships, directly impacting service quality and customer satisfaction.
Key Responsibilities
1. Lead operations management activities by analyzing service metrics and implementing process improvements using data visualization tools to ensure service levels meet client expectations.
2. Manage escalations by applying escalation management techniques to resolve complex client issues, coordinating with internal teams for timely and effective solutions.
3. Provide expert direction and guidance to delivery teams on operations best practices, ensuring alignment with client requirements and organizational standards.
4. Support business development by identifying opportunities to enhance service offerings through operations management insights and presenting value-driven solutions to clients.
5. Foster professional client relationships by proactively managing account communications and ensuring transparency in service delivery outcomes.
6. Drive knowledge development within the team by sharing industry expertise and facilitating learning sessions on operations management and escalation handling.
2. Manage escalations by applying escalation management techniques to resolve complex client issues, coordinating with internal teams for timely and effective solutions.
3. Provide expert direction and guidance to delivery teams on operations best practices, ensuring alignment with client requirements and organizational standards.
4. Support business development by identifying opportunities to enhance service offerings through operations management insights and presenting value-driven solutions to clients.
5. Foster professional client relationships by proactively managing account communications and ensuring transparency in service delivery outcomes.
6. Drive knowledge development within the team by sharing industry expertise and facilitating learning sessions on operations management and escalation handling.
Skill Requirements
1. Expert Proficiency In Operations Management With Advanced ProblemSolving And Process Optimization Skills.
2. Excellent Expertise In Escalation Management For Resolving Critical Client Issues And Minimizing Service Disruptions.
3. Advanced Proficiency In Using Data Visualization Platforms (E.G., Power Bi, Tableau) To Monitor, Report, And Communicate Operational Metrics.
4. Strong Understanding Of Client Engagement Dynamics And Account Management Practices.
5. Excellent Communication And Stakeholder Management Skills.
2. Excellent Expertise In Escalation Management For Resolving Critical Client Issues And Minimizing Service Disruptions.
3. Advanced Proficiency In Using Data Visualization Platforms (E.G., Power Bi, Tableau) To Monitor, Report, And Communicate Operational Metrics.
4. Strong Understanding Of Client Engagement Dynamics And Account Management Practices.
5. Excellent Communication And Stakeholder Management Skills.
Other Requirements
1. ITIL Foundation or Practitioner certification (optional but valuable).
2. Six Sigma Green Belt or Lean certification (optional but valuable).
2. Six Sigma Green Belt or Lean certification (optional but valuable).
Frequently Asked Questions
Is the salary disclosed for the Service Delivery Manager - Operations Management position at HCLTech?
The salary for this Service Delivery Manager - Operations Management 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 Manager - Operations Management position at HCLTech located?
This Service Delivery Manager - Operations Management role at HCLTech is based in Noida, 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 Manager - Operations Management 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 Manager - Operations Management job at HCLTech posted?
This Service Delivery Manager - Operations Management position at HCLTech was posted on Sep 29, 2026. Apply as soon as possible — early applications are often reviewed first.
Service Delivery Manager - Operations Management
HCLTech
You'll be redirected to HCLTech's official application page on successfactors.