Service Delivery Manager (SDM)
India
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Job Description
Service Delivery Manager (SDM)
Kolkata, West Bengal

Job Summary

1. Program & Service Delivery Management Own end‑to‑end delivery for DFS programs spanning Network, Infrastructure, Cloud, SRE, Automation, Service Desk, and Digital Operations Ensure adherence to SLAs, OLAs, SLOs, and contractual commitments Drive delivery excellence across steady‑state operations, transitions, and transformations Establish Ways of Working (WoW) aligned to DFS governance models [JD - Progr...m Director | Word] 2. Governance & Stakeholder Management Establish and lead Operational, Tactical, and Strategic Governance forums Act as escalation owner for P1/P2 incidents, risks, and customer issues Build trusted relationships with customer leadership (Director / VP level) Coordinate across internal DFS stakeholders – SDUs, VDUs, COEs, and Partners 3. Financial & Commercial Ownership Own Program P&L, including revenue, margin, cost optimization, and leakage control Track and optimize Economic Utilization, Effort Productivity, and Attrition impact Support renewals, change requests, and expansion opportunities Partner with Finance for forecasting, budget planning, and margin improvements [JD - Progr...m Director | Word] 4. KPI, Reporting & Compliance Define, track, and improve DFS KPIs: ACSAT / CSAT SLA Compliance MTTR / Incident Trend reduction Automation & Self‑Healing coverage DQA & Audit Compliance Drive data‑driven executive reporting, dashboards, and QBR/MBR packs Ensure compliance with security, audit, and organizational policies 5. Transformation & Continuous Improvement Lead ModernOps / SRE / Automation initiatives Drive incident reduction, MTTR improvement, and cost optimization Partner with COEs for adoption of AI, AIOps, Agentic Ops, and Observability platforms Champion standardization, reuse, and best practices across DFS portfolios 6. People & Capability Management Lead and mentor Program Managers, SDMs, Leads, and SMEs Drive talent engagement, skill uplift, certification, and succession planning Ensure compliance with HR processes, appraisals, and workforce planning Act as cultural role model for DFS values and leadership behaviors

Key Responsibilities

1. Program & Service Delivery Management Own end‑to‑end delivery for DFS programs spanning Network, Infrastructure, Cloud, SRE, Automation, Service Desk, and Digital Operations Ensure adherence to SLAs, OLAs, SLOs, and contractual commitments Drive delivery excellence across steady‑state operations, transitions, and transformations Establish Ways of Working (WoW) aligned to DFS governance models [JD - Progr...m Director | Word] 2. Governance & Stakeholder Management Establish and lead Operational, Tactical, and Strategic Governance forums Act as escalation owner for P1/P2 incidents, risks, and customer issues Build trusted relationships with customer leadership (Director / VP level) Coordinate across internal DFS stakeholders – SDUs, VDUs, COEs, and Partners 3. Financial & Commercial Ownership Own Program P&L, including revenue, margin, cost optimization, and leakage control Track and optimize Economic Utilization, Effort Productivity, and Attrition impact Support renewals, change requests, and expansion opportunities Partner with Finance for forecasting, budget planning, and margin improvements [JD - Progr...m Director | Word] 4. KPI, Reporting & Compliance Define, track, and improve DFS KPIs: ACSAT / CSAT SLA Compliance MTTR / Incident Trend reduction Automation & Self‑Healing coverage DQA & Audit Compliance Drive data‑driven executive reporting, dashboards, and QBR/MBR packs Ensure compliance with security, audit, and organizational policies 5. Transformation & Continuous Improvement Lead ModernOps / SRE / Automation initiatives Drive incident reduction, MTTR improvement, and cost optimization Partner with COEs for adoption of AI, AIOps, Agentic Ops, and Observability platforms Champion standardization, reuse, and best practices across DFS portfolios 6. People & Capability Management Lead and mentor Program Managers, SDMs, Leads, and SMEs Drive talent engagement, skill uplift, certification, and succession planning Ensure compliance with HR processes, appraisals, and workforce planning Act as cultural role model for DFS values and leadership behaviors

Skill Requirements

 1. Program & Service Delivery Management Own end‑to‑end delivery for DFS programs spanning Network, Infrastructure, Cloud, SRE, Automation, Service Desk, and Digital Operations Ensure adherence to SLAs, OLAs, SLOs, and contractual commitments Drive delivery excellence across steady‑state operations, transitions, and transformations Establish Ways of Working (WoW) aligned to DFS governance models [JD - Progr...m Director | Word] 2. Governance & Stakeholder Management Establish and lead Operational, Tactical, and Strategic Governance forums Act as escalation owner for P1/P2 incidents, risks, and customer issues Build trusted relationships with customer leadership (Director / VP level) Coordinate across internal DFS stakeholders – SDUs, VDUs, COEs, and Partners 3. Financial & Commercial Ownership Own Program P&L, including revenue, margin, cost optimization, and leakage control Track and optimize Economic Utilization, Effort Productivity, and Attrition impact Support renewals, change requests, and expansion opportunities Partner with Finance for forecasting, budget planning, and margin improvements [JD - Progr...m Director | Word] 4. KPI, Reporting & Compliance Define, track, and improve DFS KPIs: ACSAT / CSAT SLA Compliance MTTR / Incident Trend reduction Automation & Self‑Healing coverage DQA & Audit Compliance Drive data‑driven executive reporting, dashboards, and QBR/MBR packs Ensure compliance with security, audit, and organizational policies 5. Transformation & Continuous Improvement Lead ModernOps / SRE / Automation initiatives Drive incident reduction, MTTR improvement, and cost optimization Partner with COEs for adoption of AI, AIOps, Agentic Ops, and Observability platforms Champion standardization, reuse, and best practices across DFS portfolios 6. People & Capability Management Lead and mentor Program Managers, SDMs, Leads, and SMEs Drive talent engagement, skill uplift, certification, and succession planning Ensure compliance with HR processes, appraisals, and workforce planning Act as cultural role model for DFS values and leadership behaviors

Other Requirements

1. Program & Service Delivery Management Own end‑to‑end delivery for DFS programs spanning Network, Infrastructure, Cloud, SRE, Automation, Service Desk, and Digital Operations Ensure adherence to SLAs, OLAs, SLOs, and contractual commitments Drive delivery excellence across steady‑state operations, transitions, and transformations Establish Ways of Working (WoW) aligned to DFS governance models [JD - Progr...m Director | Word] 2. Governance & Stakeholder Management Establish and lead Operational, Tactical, and Strategic Governance forums Act as escalation owner for P1/P2 incidents, risks, and customer issues Build trusted relationships with customer leadership (Director / VP level) Coordinate across internal DFS stakeholders – SDUs, VDUs, COEs, and Partners 3. Financial & Commercial Ownership Own Program P&L, including revenue, margin, cost optimization, and leakage control Track and optimize Economic Utilization, Effort Productivity, and Attrition impact Support renewals, change requests, and expansion opportunities Partner with Finance for forecasting, budget planning, and margin improvements [JD - Progr...m Director | Word] 4. KPI, Reporting & Compliance Define, track, and improve DFS KPIs: ACSAT / CSAT SLA Compliance MTTR / Incident Trend reduction Automation & Self‑Healing coverage DQA & Audit Compliance Drive data‑driven executive reporting, dashboards, and QBR/MBR packs Ensure compliance with security, audit, and organizational policies 5. Transformation & Continuous Improvement Lead ModernOps / SRE / Automation initiatives Drive incident reduction, MTTR improvement, and cost optimization Partner with COEs for adoption of AI, AIOps, Agentic Ops, and Observability platforms Champion standardization, reuse, and best practices across DFS portfolios 6. People & Capability Management Lead and mentor Program Managers, SDMs, Leads, and SMEs Drive talent engagement, skill uplift, certification, and succession planning Ensure compliance with HR processes, appraisals, and workforce planning Act as cultural role model for DFS values and leadership behaviors
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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.