Group Operations Manager - Service Delivery Management
India
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Job Description
Group Operations Manager - Service Delivery Management
Gautam Buddha Nagar, Uttar Pradesh

Job Summary

1. Service Management & Operations\r\n\r\nOwn delivery of services across Incident, Problem, Change, Request, Availability, Capacity, and Continuity Management\r\nEnsure SLA / KPI / OLA compliance and drive corrective actions where required [Governance...Management | Word]\r\nMonitor service performance, trends, and risks; lead root cause analysis for recurring issues\r\nEnsure operational stability in 24x7, multi‑vendor environments\r\n\r\n\r\n2. Client & Stakeholder Management\r\n\r\nAct as the Single Point of Contact (SPOC) for service delivery matters [WSIB_respo..._Marcommed | Word]\r\nBuild and maintain strong relationships with customer stakeholders, vendors, and internal teams\r\nLead service review meetings, operational reviews, and governance forums\r\nManage escalations and ensure timely resolution with transparency\r\n\r\n\r\n3. Governance & Reporting\r\n\r\nDefine and track service metrics, dashboards, and executive reports\r\nLead monthly/quarterly service reviews and continuous improvement discussions [Governance...Management | Word]\r\nEnsure adherence to contractual obligations and governance models defined in the MSA / SOW [Master_Ser...ervices V3 | Word]\r\n\r\n\r\n4. Financial & Commercial Management\r\n\r\nOwn budget, cost optimization, invoicing validation, and financial forecasting\r\nIdentify opportunities for efficiency, automation, and cost reduction\r\nSupport renewals, audits, and commercial discussions with accurate data\r\n\r\n\r\n5. Team & Vendor Management\r\n\r\nLead onshore/offshore delivery teams and MSPs\r\nEnsure resource planning, skill alignment, and performance management\r\nDrive collaboration across technology towers and cross‑functional teams\r\n\r\n\r\n6. Continuous Improvement & Transformation\r\n\r\nDrive CSI (Continual Service Improvement) initiatives\r\nIntroduce process maturity improvements, automation, and best practices\r\nSupport transition & transformation activities during onboarding or scope changes [WSIB_respo..._Marcommed | Word]

Key Responsibilities

1. Service Management & Operations\r\n\r\nOwn delivery of services across Incident, Problem, Change, Request, Availability, Capacity, and Continuity Management\r\nEnsure SLA / KPI / OLA compliance and drive corrective actions where required [Governance...Management | Word]\r\nMonitor service performance, trends, and risks; lead root cause analysis for recurring issues\r\nEnsure operational stability in 24x7, multi‑vendor environments\r\n\r\n\r\n2. Client & Stakeholder Management\r\n\r\nAct as the Single Point of Contact (SPOC) for service delivery matters [WSIB_respo..._Marcommed | Word]\r\nBuild and maintain strong relationships with customer stakeholders, vendors, and internal teams\r\nLead service review meetings, operational reviews, and governance forums\r\nManage escalations and ensure timely resolution with transparency\r\n\r\n\r\n3. Governance & Reporting\r\n\r\nDefine and track service metrics, dashboards, and executive reports\r\nLead monthly/quarterly service reviews and continuous improvement discussions [Governance...Management | Word]\r\nEnsure adherence to contractual obligations and governance models defined in the MSA / SOW [Master_Ser...ervices V3 | Word]\r\n\r\n\r\n4. Financial & Commercial Management\r\n\r\nOwn budget, cost optimization, invoicing validation, and financial forecasting\r\nIdentify opportunities for efficiency, automation, and cost reduction\r\nSupport renewals, audits, and commercial discussions with accurate data\r\n\r\n\r\n5. Team & Vendor Management\r\n\r\nLead onshore/offshore delivery teams and MSPs\r\nEnsure resource planning, skill alignment, and performance management\r\nDrive collaboration across technology towers and cross‑functional teams\r\n\r\n\r\n6. Continuous Improvement & Transformation\r\n\r\nDrive CSI (Continual Service Improvement) initiatives\r\nIntroduce process maturity improvements, automation, and best practices\r\nSupport transition & transformation activities during onboarding or scope changes [WSIB_respo..._Marcommed | Word]

Skill Requirements

1. Service Management & Operations\r\n\r\nOwn delivery of services across Incident, Problem, Change, Request, Availability, Capacity, and Continuity Management\r\nEnsure SLA / KPI / OLA compliance and drive corrective actions where required [Governance...Management | Word]\r\nMonitor service performance, trends, and risks; lead root cause analysis for recurring issues\r\nEnsure operational stability in 24x7, multi‑vendor environments\r\n\r\n\r\n2. Client & Stakeholder Management\r\n\r\nAct as the Single Point of Contact (SPOC) for service delivery matters [WSIB_respo..._Marcommed | Word]\r\nBuild and maintain strong relationships with customer stakeholders, vendors, and internal teams\r\nLead service review meetings, operational reviews, and governance forums\r\nManage escalations and ensure timely resolution with transparency\r\n\r\n\r\n3. Governance & Reporting\r\n\r\nDefine and track service metrics, dashboards, and executive reports\r\nLead monthly/quarterly service reviews and continuous improvement discussions [Governance...Management | Word]\r\nEnsure adherence to contractual obligations and governance models defined in the MSA / SOW [Master_Ser...ervices V3 | Word]\r\n\r\n\r\n4. Financial & Commercial Management\r\n\r\nOwn budget, cost optimization, invoicing validation, and financial forecasting\r\nIdentify opportunities for efficiency, automation, and cost reduction\r\nSupport renewals, audits, and commercial discussions with accurate data\r\n\r\n\r\n5. Team & Vendor Management\r\n\r\nLead onshore/offshore delivery teams and MSPs\r\nEnsure resource planning, skill alignment, and performance management\r\nDrive collaboration across technology towers and cross‑functional teams\r\n\r\n\r\n6. Continuous Improvement & Transformation\r\n\r\nDrive CSI (Continual Service Improvement) initiatives\r\nIntroduce process maturity improvements, automation, and best practices\r\nSupport transition & transformation activities during onboarding or scope changes [WSIB_respo..._Marcommed | Word]

Other Requirements

1. Service Management & Operations\r\n\r\nOwn delivery of services across Incident, Problem, Change, Request, Availability, Capacity, and Continuity Management\r\nEnsure SLA / KPI / OLA compliance and drive corrective actions where required [Governance...Management | Word]\r\nMonitor service performance, trends, and risks; lead root cause analysis for recurring issues\r\nEnsure operational stability in 24x7, multi‑vendor environments\r\n\r\n\r\n2. Client & Stakeholder Management\r\n\r\nAct as the Single Point of Contact (SPOC) for service delivery matters [WSIB_respo..._Marcommed | Word]\r\nBuild and maintain strong relationships with customer stakeholders, vendors, and internal teams\r\nLead service review meetings, operational reviews, and governance forums\r\nManage escalations and ensure timely resolution with transparency\r\n\r\n\r\n3. Governance & Reporting\r\n\r\nDefine and track service metrics, dashboards, and executive reports\r\nLead monthly/quarterly service reviews and continuous improvement discussions [Governance...Management | Word]\r\nEnsure adherence to contractual obligations and governance models defined in the MSA / SOW [Master_Ser...ervices V3 | Word]\r\n\r\n\r\n4. Financial & Commercial Management\r\n\r\nOwn budget, cost optimization, invoicing validation, and financial forecasting\r\nIdentify opportunities for efficiency, automation, and cost reduction\r\nSupport renewals, audits, and commercial discussions with accurate data\r\n\r\n\r\n5. Team & Vendor Management\r\n\r\nLead onshore/offshore delivery teams and MSPs\r\nEnsure resource planning, skill alignment, and performance management\r\nDrive collaboration across technology towers and cross‑functional teams\r\n\r\n\r\n6. Continuous Improvement & Transformation\r\n\r\nDrive CSI (Continual Service Improvement) initiatives\r\nIntroduce process maturity improvements, automation, and best practices\r\nSupport transition & transformation activities during onboarding or scope changes [WSIB_respo..._Marcommed | Word]
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people 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. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.