Service Delivery Lead
United States
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Job Description
Service Delivery Lead
Others, Pennsylvania

Job Summary

Operations Management , Meeting Client SLA and internal metrics , People Management , Kaizen & Innovation , Solution Mindset

Key Responsibilities

  1. Accountable for service delivery, across multiple tracks, for one of our clients.  Manage multiple diverse delivery teams located globally
  2. Direct a team of Project Managers, Track Leads, Delivery Leads, group managers of large-scale, complex global projects that involve multiple stakeholders
  3. Monitors day to day delivery management and engagement with multiple support units within the organization to ensure adherence to service level standards and to deliver a best-in-class service, meeting or exceeding all KPIs and within budget
  4. Evaluate trade-offs between project size and complexity, cost, urgency, risk, and stakeholder value
  5. Manage critical path to delivery of project objectives, engaging with stakeholders and critically assessing requirements
  6. Effectively assess and resolve high priority project risks
  7. Ensure projects meet success parameters and ROI targets stated in the business case
  8. Set the strategy for development, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
  9. Maintain collaborative and trusting relationships with stakeholders, effectively overcoming challenges and positioning alternatives to move the project forward
  10. Enhance quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions
  11. Tap additional account growth opportunities through networking & client relationship management
  12. Aim at maximizing economic value and securing future competitive advantage
  13. Synthesize data into useful formats and bring actionable insights while straddling between details and higher level implications of critical business issues
  14. Drive team towards transformed state and always look for opportunity to improve and run people independent process
  15. P&L responsibility and account growth
  16. Lead, inspire and co-ordinate team at all levels to create motivated and engaged colleagues

Skill Requirements

  1. 12 years’ experience in managing large scale agile programs focused on global service delivery
  2. 10+ years’ experience with People Management and Stakeholder/Client Management
  3. Previous experience with outsourced techno functional projects is a plus. Knowledge of Cloud environment is an added advantage
  4. Excellent at managing and influencing a wide network of Client Stakeholders at senior levels
  5. Ability to balance multiple projects, making strategic decisions on time, quality, and cost to deliver complex activities
  6. Proficient in Agile methodology with an ability to adapt quickly to changing technology requirements
  7. Good with numbers, analytical and logical skills are a must for the role along with flexibility on managing global delivery teams.
  8. Ability to develop comprehensive and complex operational and strategic plans
  9. Excellent budgeting, business financial and P&L skills
  10. Advanced influencing and communication skills

Other Requirements
Maximum Salary (US):  140000
Minimum Salary (US):  120000
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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.

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.