Group Operations Manager - Service Delivery Management
United States
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Job Description
Group Operations Manager - Service Delivery Management
Others, Illinois

Job Summary

 ITSM Lead – Major Incident & Infrastructure Service Management Role Summary Seeking an experienced ITSM Lead to own Major Incident Management, Service Management Governance, and Operational Excellence across a large-scale enterprise infrastructure environment. The role requires close collaboration with customer leadership, Network, Data Center, Cloud, and Infrastructure Operations teams to ensure stable and reliable 24x7 managed services delivery. Key Responsibilities • Lead Major Incident Management (P1/P2) and drive rapid service restoration during critical outages. • Coordinate incident resolution across Network, Data Center, Cloud, Security, and Infrastructure teams. • Drive ITIL processes including Incident, Problem, Change, Event, and Service Level Management. • Lead customer governance reviews, operational reviews, and service improvement initiatives. • Manage escalations, executive communications, and stakeholder engagement during service disruptions. • Drive Root Cause Analysis (RCA), Problem Management, and continuous service improvement. • Establish operational governance and performance reporting for managed services delivery. • Partner with Tools Engineering and Operations teams to improve observability, event management, and operational automation. Mandatory Experience • Infrastructure Operations Leadership experience. • Experience managing large-scale enterprise infrastructure environments. • Experience working with Network Services and Data Center Operations teams. • Proven Large Managed Services Delivery Governance experience. • Experience leading Integrated Operations Center (IOC) or similar 24x7 operational environments. • Strong experience in Major Incident Management and ITSM operations. • Experience supporting enterprise cloud environments including Azure and AWS. • Experience supporting cloud transformation and modernization initiatives. • Strong customer-facing leadership and stakeholder management skills. Ownership Areas • Large-scale Infrastructure Operations • Network Services • Data Center Operations • Cloud Platform Management (Azure & AWS) • Integrated Operations Center (IOC) • Major Incident Management • 24x7 Managed Services Delivery Key Skills • ITIL Service Management • Major Incident Management • Problem Management • Change Management • Service Governance • Event Management • Operational Excellence • Cloud Operations (Azure & AWS) • Observability & Monitoring Tools • Automation & Operational Integration • Executive Communication & Customer Management Additional Requirements • Excellent verbal and written communication skills. • Strong leadership and decision-making abilities during critical outages. • Flexible to work during weekends, holidays, and off-business hours as required for major incidents and service disruptions. • Demonstrated ownership mindset with accountability for service availability and customer satisfaction.

Key Responsibilities

 ITSM Lead – Major Incident & Infrastructure Service Management Role Summary Seeking an experienced ITSM Lead to own Major Incident Management, Service Management Governance, and Operational Excellence across a large-scale enterprise infrastructure environment. The role requires close collaboration with customer leadership, Network, Data Center, Cloud, and Infrastructure Operations teams to ensure stable and reliable 24x7 managed services delivery. Key Responsibilities • Lead Major Incident Management (P1/P2) and drive rapid service restoration during critical outages. • Coordinate incident resolution across Network, Data Center, Cloud, Security, and Infrastructure teams. • Drive ITIL processes including Incident, Problem, Change, Event, and Service Level Management. • Lead customer governance reviews, operational reviews, and service improvement initiatives. • Manage escalations, executive communications, and stakeholder engagement during service disruptions. • Drive Root Cause Analysis (RCA), Problem Management, and continuous service improvement. • Establish operational governance and performance reporting for managed services delivery. • Partner with Tools Engineering and Operations teams to improve observability, event management, and operational automation. Mandatory Experience • Infrastructure Operations Leadership experience. • Experience managing large-scale enterprise infrastructure environments. • Experience working with Network Services and Data Center Operations teams. • Proven Large Managed Services Delivery Governance experience. • Experience leading Integrated Operations Center (IOC) or similar 24x7 operational environments. • Strong experience in Major Incident Management and ITSM operations. • Experience supporting enterprise cloud environments including Azure and AWS. • Experience supporting cloud transformation and modernization initiatives. • Strong customer-facing leadership and stakeholder management skills. Ownership Areas • Large-scale Infrastructure Operations • Network Services • Data Center Operations • Cloud Platform Management (Azure & AWS) • Integrated Operations Center (IOC) • Major Incident Management • 24x7 Managed Services Delivery Key Skills • ITIL Service Management • Major Incident Management • Problem Management • Change Management • Service Governance • Event Management • Operational Excellence • Cloud Operations (Azure & AWS) • Observability & Monitoring Tools • Automation & Operational Integration • Executive Communication & Customer Management Additional Requirements • Excellent verbal and written communication skills. • Strong leadership and decision-making abilities during critical outages. • Flexible to work during weekends, holidays, and off-business hours as required for major incidents and service disruptions. • Demonstrated ownership mindset with accountability for service availability and customer satisfaction.

Skill Requirements

 ITSM Lead – Major Incident & Infrastructure Service Management Role Summary Seeking an experienced ITSM Lead to own Major Incident Management, Service Management Governance, and Operational Excellence across a large-scale enterprise infrastructure environment. The role requires close collaboration with customer leadership, Network, Data Center, Cloud, and Infrastructure Operations teams to ensure stable and reliable 24x7 managed services delivery. Key Responsibilities • Lead Major Incident Management (P1/P2) and drive rapid service restoration during critical outages. • Coordinate incident resolution across Network, Data Center, Cloud, Security, and Infrastructure teams. • Drive ITIL processes including Incident, Problem, Change, Event, and Service Level Management. • Lead customer governance reviews, operational reviews, and service improvement initiatives. • Manage escalations, executive communications, and stakeholder engagement during service disruptions. • Drive Root Cause Analysis (RCA), Problem Management, and continuous service improvement. • Establish operational governance and performance reporting for managed services delivery. • Partner with Tools Engineering and Operations teams to improve observability, event management, and operational automation. Mandatory Experience • Infrastructure Operations Leadership experience. • Experience managing large-scale enterprise infrastructure environments. • Experience working with Network Services and Data Center Operations teams. • Proven Large Managed Services Delivery Governance experience. • Experience leading Integrated Operations Center (IOC) or similar 24x7 operational environments. • Strong experience in Major Incident Management and ITSM operations. • Experience supporting enterprise cloud environments including Azure and AWS. • Experience supporting cloud transformation and modernization initiatives. • Strong customer-facing leadership and stakeholder management skills. Ownership Areas • Large-scale Infrastructure Operations • Network Services • Data Center Operations • Cloud Platform Management (Azure & AWS) • Integrated Operations Center (IOC) • Major Incident Management • 24x7 Managed Services Delivery Key Skills • ITIL Service Management • Major Incident Management • Problem Management • Change Management • Service Governance • Event Management • Operational Excellence • Cloud Operations (Azure & AWS) • Observability & Monitoring Tools • Automation & Operational Integration • Executive Communication & Customer Management Additional Requirements • Excellent verbal and written communication skills. • Strong leadership and decision-making abilities during critical outages. • Flexible to work during weekends, holidays, and off-business hours as required for major incidents and service disruptions. • Demonstrated ownership mindset with accountability for service availability and customer satisfaction.

Other Requirements

 ITSM Lead – Major Incident & Infrastructure Service Management Role Summary Seeking an experienced ITSM Lead to own Major Incident Management, Service Management Governance, and Operational Excellence across a large-scale enterprise infrastructure environment. The role requires close collaboration with customer leadership, Network, Data Center, Cloud, and Infrastructure Operations teams to ensure stable and reliable 24x7 managed services delivery. Key Responsibilities • Lead Major Incident Management (P1/P2) and drive rapid service restoration during critical outages. • Coordinate incident resolution across Network, Data Center, Cloud, Security, and Infrastructure teams. • Drive ITIL processes including Incident, Problem, Change, Event, and Service Level Management. • Lead customer governance reviews, operational reviews, and service improvement initiatives. • Manage escalations, executive communications, and stakeholder engagement during service disruptions. • Drive Root Cause Analysis (RCA), Problem Management, and continuous service improvement. • Establish operational governance and performance reporting for managed services delivery. • Partner with Tools Engineering and Operations teams to improve observability, event management, and operational automation. Mandatory Experience • Infrastructure Operations Leadership experience. • Experience managing large-scale enterprise infrastructure environments. • Experience working with Network Services and Data Center Operations teams. • Proven Large Managed Services Delivery Governance experience. • Experience leading Integrated Operations Center (IOC) or similar 24x7 operational environments. • Strong experience in Major Incident Management and ITSM operations. • Experience supporting enterprise cloud environments including Azure and AWS. • Experience supporting cloud transformation and modernization initiatives. • Strong customer-facing leadership and stakeholder management skills. Ownership Areas • Large-scale Infrastructure Operations • Network Services • Data Center Operations • Cloud Platform Management (Azure & AWS) • Integrated Operations Center (IOC) • Major Incident Management • 24x7 Managed Services Delivery Key Skills • ITIL Service Management • Major Incident Management • Problem Management • Change Management • Service Governance • Event Management • Operational Excellence • Cloud Operations (Azure & AWS) • Observability & Monitoring Tools • Automation & Operational Integration • Executive Communication & Customer Management Additional Requirements • Excellent verbal and written communication skills. • Strong leadership and decision-making abilities during critical outages. • Flexible to work during weekends, holidays, and off-business hours as required for major incidents and service disruptions. • Demonstrated ownership mindset with accountability for service availability and customer satisfaction.
Maximum Salary (US):  159000
Minimum Salary (US):  88000
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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 223,000 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 June 2026 totaled $14.8 billion. 

 

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.