Job Description (Posting)

ROLE: Service Delivery Director
QUALIFICATION: – Post Graduation – IT Program Management

EXPERIENCE: – 20+ years
Job Description: –
Responsible for heading the Digital Foundation Services Delivery for IT Infrastructure environment managing the client end counterparts. The role involves the primary business operating performance responsibility for the Client and delivery of all Services and other deliverables required under the Agreement and governing the team for supporting BAU operations and projects of the client for effective running of their business. Thus, a commitment to collaborative decision making, leadership and manage the team working on different layers in operations.

The Job Description provided is for the Assignment in UK
Abilities and Knowledge: –
• Having 20+ years of experience in Information Technology
• Excellent Thought Leadership
• IT Strategic Planning and Technology Program Management
• Extensive Experience in Strategy Thinking and Driving Change
• Thorough experience in Managing Service Agreements for global customers
• Client stakeholder management
• Client centric focus
• Strategic communication
• Service delivery excellence
• Team building
• Portfolio management

Job title: – Service Delivery Director
Roles and Responsibilities: –
• Responsible for contractual fulfilment including service delivery, client relationship and P&L management.
• Represent HCLTech management interfacing with key client stakeholders.
• Be responsible for the entire delivery team at offshore and onsite locations working with SDM/RSMs.
• Ensure that the delivery services are being done as defined in the contract.
• Ensure that team understands the business model and critical needs of the client.
• Ensure that all Service Levels are met, tracked and reported.
• Ensure ITIL framework is established with appropriate documentation, process ownership and upkeep.
• Ensure proper application of corrective measures necessary for the respect of agreed Services Levels.
• Be the first management level escalation point for the senior client stake holders.
• Participate in Governance forums, including steering committee meetings, and takes responsibility in ensuring that the queries of have been satisfactorily answered.
• Suggest improvement plans and coordinating the projects arising out of the improvement plans.
• Work closely with the Sales / Account Management team, Solution design and Architecture team in pursuit of incremental and new business growth and managing P&L of the engagement.