Service Delivery Director
Finland
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Job Description
Service Delivery Director
Espoo, Uusimaa

Job Summary

The Service Delivery Director is a pivotal role responsible for the profitability and overall success of engagements within the organization. This position focuses on managing service delivery excellence, driving process and business improvements, and ensuring customer satisfaction while implementing strategic initiatives aimed at optimizing profit margins. The role requires strong leadership skills to engage and develop teams, ensuring alignment with the organization's objectives and fostering a culture of continuous improvement. 

Key Responsibilities

  • Service Level Agreement (SLA) & Contract Governance: Ensure all contractual obligations, KPIs, uptime guarantees, and response-time targets are consistently met or exceeded.
  • P&L and Financial Management: Own the service delivery budget, forecast operational costs, control expenses, and align delivery targets with organizational profitability goals.
  • Incident & Escalation Management: Serve as the primary escalation point for major service disruptions, lead critical incident recovery plans, and drive root cause analysis (RCA).
  • Client Relationship & Stakeholder Management: Act as the primary executive contact for key clients, build long-term trust, conduct regular service reviews, and support client retention.
  • Team Leadership & Mentorship: Lead, mentor, and scale multi-tiered delivery teams (often managing 100+ engineers or managers), set performance goals, and drive upskilling initiatives.
  • Continuous Improvement & Automation: Implement ITIL, Agile, Lean, or Six Sigma methodologies to automate workflows, reduce human error, and eliminate operational bottlenecks.
  • Resource & Capacity Planning: Forecast resource needs, balance workloads across onshore and offshore teams, and oversee third-party vendor performance.
  • Compliance & Security Oversight: Guarantee compliance with corporate and regulatory standards, including InfoSec, data privacy, and IT governance frameworks (ITIL, COBIT, SIAM).

 

Skill Requirements

  • Experience: Typically 10 to 15+ years in IT service delivery, program management, or enterprise operations, including several years managing large cross-functional teams.

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 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.