Service Delivery Manager (DFS)
United Kingdom
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Job Description
Service Delivery Manager (DFS)
Greater London, England

Job Summary

Job Description – Service Delivery Manager (L4) Service Delivery & Governance Location: United Kingdom (Slough / Customer Location) Experience: 12–15+ Years Role Summary The Service Delivery Manager (L4) will provide strategic leadership for end-to-end service delivery across multiple technology towers, ensuring operational excellence, customer satisfaction, contractual compliance, and service transformation outcomes. The role will serve as the primary interface between customer leadership, service delivery teams, vendors, and executive stakeholders while driving continual service improvement and business value realization.

Key Responsibilities

Roles and Responsibilities • Own overall service delivery accountability across infrastructure, workplace, cloud, security, application, and common services towers. • Act as the primary customer-facing lead for operational governance, service performance, and executive stakeholder engagement. • Ensure services are delivered in line with contractual commitments, SLAs, KPIs, XLAs, and business expectations. • Lead customer governance forums, service review meetings, operational reviews, and executive steering committee discussions. • Drive service performance improvement initiatives by reviewing trends, risks, operational issues, and service metrics. • Manage major customer escalations and service risks, ensuring effective communication, resolution, and stakeholder alignment. • Collaborate with tower leads, architects, program managers, and transformation teams to support modernization, automation, and service improvement initiatives. • Drive continual service improvement programs focused on customer experience, operational efficiency, quality, and cost optimization. • Oversee supplier and vendor performance, ensuring alignment with service obligations and delivery expectations. • Review service financials, resource planning, operational reporting, and contractual commitments to support successful account management. • Ensure compliance with governance frameworks, audit requirements, risk controls, security policies, and regulatory obligations. • Support transition, transformation, and growth initiatives while ensuring operational readiness and business continuity. • Build strong customer relationships and act as a trusted advisor for service delivery, operational governance, and transformation matters.

Skill Requirements

Mandatory Skills • Service Delivery Management • Customer & Executive Stakeholder Management • ITIL Service Management • SLA, KPI & XLA Governance • Operational Governance & Reporting • Risk & Escalation Management • Multi-Tower Service Management • Service Transformation & Continuous Improvement • Vendor & Supplier Management • Financial & Commercial Awareness Preferred Skills • Cloud & Infrastructure Services • Application Managed Services • ServiceNow • Power BI & Executive Reporting • Automation & AI Operations • Multi-Vendor Governance

Other Requirements

Certifications Mandatory • ITIL v4 Foundation Preferred • ITIL Managing Professional • PMP (Project Management Professional) • PRINCE2 Practitioner • Lean Six Sigma Green Belt / Black Belt Soft Skills • Excellent customer-facing and relationship management capabilities • Strong executive communication and presentation skills • Leadership and decision-making abilities • Commercial and business acumen • Strong negotiation and stakeholder management skills • Ability to lead large distributed delivery teams
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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.