Service Delivery Manager

Responsibilities:

• Manage service delivery operations and ensure SLA compliance.
• Drive continuous improvement and cost optimization.
• Handle escalations and ensure client satisfaction.
• Prepare and present performance reports to stakeholders.

Requirements:

• 10 15 years of IT experience; 5+ years in service delivery.
• Certifications: PMP, ITIL, Agile.
• Strong domain knowledge (e.g., BFSI, Cloud).
• Excellent leadership and communication skills
• Manage sites Globally for large accounts (e.g., HPE, Altera).

Core Responsibilities

• Manage datacenter operations and infrastructure services across compute, storage, backup, virtualization, and network towers.
• Oversee migration projects, hardware refresh, and capacity planning.
• Ensure compliance with ITIL processes (Incident, Change, Problem) and SLA governance.
• Drive automation initiatives and continuous improvement for operational efficiency.
• Handle vendor coordination, escalation management, and monthly operations reviews with client tower managers.

Technical Expertise

• Strong knowledge of Windows/UNIX administration, backup tools (Veritas NetBackup, Commvault), storage platforms (NetApp, HPE), and virtualization (VMware).
• Familiarity with cloud technologies (AWS, Azure, Google Cloud Platform) and disaster recovery planning.
• Exposure to infrastructure monitoring tools and ITSM platforms like ServiceNow.
• Technical Certifications - in any of the areas- Network, AWS cloud, Google Cloud Platform, BAckup Storage

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to for investigation.

Compensation and Benefits

A candidate s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year