Service Delivery Manager (DPO)
Mexico
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Job Description
Service Delivery Manager (DPO)
Gustavo A. Madero, Mexico City

Job Summary

  • Primary contact for the customer regarding technology discussions
  • Recognized as the escalation point for technical issues for the ECS customer landscape
  • Deep understanding of customer landscape and its interfaces
  • Understands the customer business, goals and challenges in order to suggest solutions/innovation
  • Advises customers on technical requirements, constraints and support in all sorts of technical situations (incl. IT critical situations) throughout their lifecycle within ECS
  • Primary technical point of contact for Client Delivery Manager (CDM)
  • Identifies and positions services that deliver value to the customer from the existing ECS portfolio
  • TSM will visit customer on-site for special situations (i.e., strategic customer’s kick-off meeting; renewal follow up; discovery workshops; etc.)
  • Supports customer’s Intelligent Enterprise transformation by acting as technical consultant (Ex: S4HANA conversion)
  • Works with CDM, PL, Account executive, CAS architects and ECS internal service delivery to derive the long-term account vision and executable service plans

 

Tasks –

 

  • Ensure customer satisfaction on technical delivery and support
  • Execute on ECS portfolio
  • Drive ECS innovation portfolio awareness and its implementation
  • Support with incident & service request management as needed
  • Coordinate impact and risk assessment for change management of planned activities
  • Supports the service plan review with the customer and CDM
  • Lead operational meetings with the customer, along with CDM
  • Customer specific guidance derived out of EWAs, RCAs, Technical Services and Monthly Service Reviews, providing an in depth review of the generated reports and action items follow up.
  • Plan and execute Capacity Management, Landscape Optimization and other value adding services
  • Focus on Problem Management to adopt countermeasures, preventing unexpected downtimes
  • Hands-on for critical activities 
  • Identify and position offerings by SAP Enterprise Cloud Services that deliver value to the customer
  • Supports customer’s Intelligent Enterprise transformation by acting as technical consultant
  • Offer comprehensive knowledge on SAP S/4HANA architecture, conversion, migration path, methodology and tools
  • Deep experience in technical planning, implementation, coordination, configuration, and integration of SAP solutions
  • Understand the SAP high availability or disaster recovery architecture, network, and virtual technologies (load-balancer, virtual machine)
  • Experience and knowledge in SAP NetWeaver Administration, migration and upgrades

Key Responsibilities

1. To Contribute To Business Development
2. To Contribute To Knowledge Development Of The Team
3. To Demonstrate Significant Industry / Solution Expertise
4. To Manage Clients & Accounts And Built Professional Relationships
5. To Understand The Client Engagement Dynamics And Provide Constant Direction And Guidance To Fellow Consultants

Skill Requirements

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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 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.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.