Service Delivery Director (DPO)
India
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Job Description
Service Delivery Director (DPO)
Chennai, Tamil Nadu

Job Summary

Role Summary

We are looking for a seasoned General Manager – Operations & Delivery to lead end-to-end service delivery across SAP, Finance & Accounting (F&A), ITSM, and digital operations.

This role will own delivery outcomes, customer relationships, and commercial performance for a global portfolio, ensuring high-quality execution, strong governance, and continuous business growth.

Key Responsibilities

Key Responsibilities: Delivery & Operations

  • Own end-to-end delivery across multi-domain managed services engagements
  • Ensure adherence to SLA, KPI, CSAT, and contractual commitments
  • Lead transition and stabilization of services (T&M → Managed Services)
  • Drive operational excellence, standardization, and risk management

 

Customer Engagement

  • Act as primary executive interface for customer stakeholders (CxO / Customer leadership)
  • Lead QBRs, governance forums, and executive reviews
  • Manage critical escalations and service recovery
  • Build strong customer trust and long-term partnerships

Commercial & Financial Ownership

  • Own P&L, revenue growth, and margin improvement for delivery portfolio
  • Optimize cost, utilization, and delivery pyramid
  • Manage service credits, penalties, and financial risks
  • Drive upsell / cross-sell opportunities with sales teams

Multi-Domain Leadership

  • Lead integrated delivery across:
  • ERP
  • F&A Operations (R2R, P2P, O2C)
  • ITSM (Incident, Problem, Change, Service Desk)
  • Ensure seamless coordination across multiple towers and geographies

Skill Requirements

Governance & Transformation

  • Establish strong governance models with clear ownership & decision rights
  • Drive continuous improvement and automation initiatives (AI / GenAI)
  • Standardize processes, tools, and reporting frameworks
  • Enable digital transformation aligned to customer strategy

 

People Leadership

  • Lead large, multi-geo teams and delivery leaders (SDMs, Delivery Managers)
  • Drive talent strategy, retention, and capability building
  • Build a high-performance, accountability-driven culture

 

Qualifications & Experience

  • 18–25+ years in IT / Operations / Managed Services delivery
  • Proven experience managing large global portfolios & customer engagement
  • Strong stakeholder management at executive  level

Other Requirements
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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 230,000 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 September 2026 totaled $14.8 billion.