Service Delivery Lead

Job Description

Role, Purpose, and Scope The Service Delivery Leader is responsible for overseeing and managing all business operations, people, and end-to-end service delivery processes to ensure consistent, high-quality service to clients. This role involves managing cross-functional teams, driving operational efficiency, ensuring SLA/KPI adherence, and maintaining strong client relationships. The Service Delivery Leader is responsible for the overall success of the account and is expected to be the strategist and leader who can steer the company to the most profitable direction while also implementing its vision, mission, and long-term goals. Active involvement supporting the operations is expected across the different Service Delivery capabilities, standardization in the operational model, overall cost management, employee retention and performance management, automation, process improvement and simplification. Major Responsibilities HCL Strategical Responsibilities Develop and execute the company’s business strategies to attain the goals of the board and shareholders. Provide strategic advice to chairman’s so that they will have accurate view of the market and the company’s future. Ensure company policies and legal guidelines are communicated all the way from the top down in the company and that they are always followed. Prepare and implement comprehensive business plans. Ensure a positive work environment. Ensure performance appraisal, training, and professional development activities. Collaborates and builds cross-functional relationships with departmental heads and management across the business. Provide management and oversight of all aspects of the business within the site. Demonstrate a commitment to excellence and collaborate well with the management team. Provide direction and development, formulate policies and strategic plans for future growth, manage daily operations and other support functions; and improve operational efficiency in targeted areas including customer support and engagement. Closely monitor revenue margins, develop guidelines for personnel evaluations, staff advancement and redeployment. Supporting the development of a healthy internal culture that retains key employees and encourages their professional development. Conducts regular assessment and performance review of operations’ managers. Identify, agree, and provide ongoing development support for direct reports career path. Make sure Team Leaders are compliant with their own direct reports coaching and career path development plans. Keep an up-to-date department/track succession plan. SAP Strategical Operation: Lead and oversee service delivery operations within SAP accounts. Lead, motivate, mentor, and develops teams directly and/or indirectly to build business capability. Ensure high caliber people are in the right roles, continuously improving the talent pipeline through selection and development activities. Take the lead role in supporting transformation from in-country and account specific teams to a target operating model based on business requirements; identify and leverage existing best practices to consolidate and accelerate transformation progress. Proactively manage risks associated with staff retention, identifying threats and opportunities, working in close partnership with the local HR and Program teams to develop and maintain strong competitive intelligence. Oversees opportunities for leveraging economies of scale across the different capabilities are maximized; holds responsibility for management of financial performance of accounts in portfolio. Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value. Being able to evidence these savings with relevant metrics and KPIs. ADHOC Managing Client Engagement Responsible for Business Continuity Ability to manage and influence key stakeholders. Provide accurate, timely, and professional reports to management for historical analysis, current status, and forecasting purposes. Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested. Education Requirements: Min/Preferred Bachelor’s Degree in business administration, Economics, Finance, IT or similar Professional Certifications: Min/Preferred Relevant Professional qualifications (ITIL, Lean Six Sigma, PMI) Job Location- Bangalore Work Module- Hybrid Interested candidates may reach out to preeti_bisht@hcltech.com Note:- While sharing CV please mention your current compensation and expected compensation in the mail body. Show more Show less