Senior Service Delivery Manager

HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving. Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040. To learn more about how we can supercharge progress for you, visit www.hcltech.com Role- Service Delivery Manager Location- Paris, France Job Type - Hybrid, (3 days in a week - Client Location) Full Time Employment- Permanent Language- French English Role Overview: The Service Delivery Manager (SDM) is responsible for ensuring the effective delivery of services to clients or internal stakeholders. This role involves managing service performance, maintaining client satisfaction, and leading cross-functional teams to meet service level agreements (SLAs). The SDM acts as the primary point of contact for service-related issues and ensures continuous improvement in service delivery processes. Key Responsibilities: This role is responsible for acting as the Service Delivery Manager, supporting both production and test environments for the customer. The position ensures timely project delivery to maintain existing systems and introduce new technologies and services. Given the dynamic nature of the role, responsibilities include but are not limited to: Service Development: Design and commercialization of contractual services and service concepts tailored to customer needs. Service Delivery: End-to-end responsibility for delivering contractual services as per agreed terms. Financial Oversight: Ownership of profit and loss for assigned projects. Reporting: Preparation and presentation of agreed KPI reports. Billing: Oversight of customer invoicing and vendor billing approvals. Vendor Management: Coordination and governance of vendor relationships. Compliance: Ensure adherence to company policies and standard operating procedures. Contract Optimization: Maximize value from service contracts, including monitoring partner performance. Integration Support: Facilitate and document the integration of software and services into the company’s technical architecture. Change Management: Execute change control and request management processes effectively. Project Management: Lead projects aimed at implementing and enhancing services, ensuring timely and budget-conscious delivery. Service Utilization Analysis: Promote accurate understanding of service usage through quality data recording in support systems and partner SLA reports. Cross-Functional Collaboration: Maintain regular engagement with various departments to identify ongoing challenges and forecast future demand. Additional Responsibilities: Oversee end-to-end service delivery across multiple accounts or projects. Ensure services are delivered in accordance with agreed SLAs and KPIs. Monitor performance metrics and generate regular reports for stakeholders. Serve as the main liaison between clients and internal teams. Conduct regular service reviews and client meetings. Address and resolve client concerns and escalations promptly. Lead and mentor service delivery teams, including support staff and technical personnel. Coordinate with project managers, engineers, and other departments to ensure seamless service execution. Facilitate training and development for service delivery staff. Identify gaps in service delivery and implement process enhancements. Promote best practices and standard operating procedures (SOPs). Drive automation and efficiency initiatives. Ensure compliance with internal policies and external regulations. Manage risks related to service delivery and implement mitigation strategies. Conduct audits and assessments to ensure service quality. Manage budgets related to service delivery operations. Optimize resource utilization and control operational costs. Oversee incident resolution and root cause analysis. Implement corrective actions and preventive measures. Provide regular updates to senior management and stakeholders. Prepare executive summaries and dashboards for performance tracking. Manage third-party vendors and service contracts. Ensure vendor performance aligns with service expectations. Utilize ITSM tools (e.g., ServiceNow, Jira) for tracking and reporting. Stay updated with emerging technologies relevant to service delivery. Preferred Certifications ITIL Foundation or higher PMP or PRINCE2 Six Sigma or Lean Management Agile/Scrum certifications

Location: Paris, FR

Posted Date: 8/15/2025