Job Summary
We are seeking an experienced Application Service Delivery Director for our Lucknow delivery center to lead a high-performing team delivering world-class application support and solutions to clients in the Utility Industry. This role requires a strategic leader with deep expertise in managing distributed teams, delivering complex application services, and driving operational excellence in a global delivery model.
The successful candidate will oversee application service delivery operations, manage client relationships, optimize application support processes, and mentor a team of application professionals while driving HCLTech's internal operational goals, improving delivery metrics, and ensuring alignment with global service standards and SLAs.
Key Responsibilities
Client & Application Service Delivery Management
- Lead and manage a team of 50+ application support and development professionals, ensuring performance, development, and accountability
- Oversee application service delivery and support for utility industry clients, including application development, maintenance, support, and enhancements
- Manage mission-critical applications supporting customer billing, asset management, outage management, and operational systems
- Develop and implement application service delivery strategies aligned with client requirements and industry best practices
- Manage SLAs and KPIs including incident response times, resolution rates, and system availability metrics
- Manage application maintenance windows, patches, upgrades, and release schedules in coordination with clients
- Drive application performance optimization, tuning, and capacity planning
- Serve as primary escalation point for application-related issues and client concerns
- Coordinate with onshore development teams, clients, and global service delivery centers for seamless application support
Skill Requirements
Required Qualifications
- 15+ years of application support and development experience, with minimum 5+ years in offshore or global delivery model
- 8+ years of direct management experience leading application support/development teams of 50 or more professionals
- 3+ years of experience supporting utility industry or mission-critical enterprise applications
- Deep knowledge of application lifecycle management, from development through production support
- Hands-on experience with enterprise application platforms and middleware
- Strong understanding of ITIL frameworks and IT service management best practices
- Demonstrated expertise in SLA management, application performance monitoring, and incident management
- Experience with application monitoring and ticketing tools (ServiceNow, Remedy, Splunk, Dynatrace, or similar)
- Excellent communication and interpersonal skills, with ability to interface with C-level executives
- Experience managing geographically distributed teams and time zone complexities
- Bachelor's degree in Computer Science, IT, Engineering, or related field (or equivalent professional experience)