Service Delivery Manager (SDM)
Germany
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Job Description
Service Delivery Manager (SDM)
Frankfurt Am Main, Stadt, Hesse

Job Summary

A Global Service Delivery Manager (SDM) ensures the seamless delivery of IT and business services to clients, maintaining high standards of performance, customer satisfaction, and operational efficiency. The role is both strategic and operational, requiring strong leadership, stakeholder management, and process governance.

Key Responsibilities

Key Responsibilities

Client & Stakeholder Engagement

· Serve as the primary point of contact for clients, including CXO-level stakeholders

· Lead monthly and quarterly executive reviews and service improvement plans

· Build and maintain strong relationships with internal and external teams across geographies

· Enhancing current Landscape

Service Operations & Delivery

· Oversee service desk, field services, IP telephony, and platform operations

· Monitor service delivery performance metrics and ensure adherence to SLAs

· Coordinate incident, problem, change, and release management following ITIL standards

Team Leadership & Development

· Manage large global teams (200+ members in some cases)

· Guide and mentor service desk staff, ensuring professional development and performance balance

· Conduct regular training and performance evaluations

Process & Compliance

· Develop and maintain service delivery policies, procedures, and documentation

· Ensure compliance with organizational and regulatory standards, including risk and data security

· Participate in change management and service acceptance processes

Strategic Planning & Innovation

· Align service delivery goals with business and IT strategies

· Identify opportunities for business development and service expansion

· Lead transition and transformation initiatives within the service domain

· Leading Bids and new deal discussions

· Ready for frequent travels

Skill Requirements

· Min 20 Years of IT experience

· Bachelor’s degree in business administration, IT, or related field

· Minimum 15 years of experience in IT service delivery, with at least 10 year in team management

· Strong understanding of ITIL, Six Sigma, ISO standards, and compliance frameworks

· Excellent communication, leadership, and stakeholder management skills

· Experience in managing P&L, budgeting, and KPI tracking

· Must be willing for adhoc travels

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 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.