Service Delivery Manager (DFS)
India
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Job Description
Service Delivery Manager (DFS)
Banglore, Karnataka

Job Summary

Job Summary : Offshore SDM

 

Job Description : Job Title\\\\r\\\\nOffshore Service Delivery Manager\\\\r\\\\nLocation\\\\r\\\\nOffshore (India – Bengaluru)\\\\r\\\\nReporting To\\\\r\\\\nGlobal Service Delivery Manager\\\\r\\\\nRole Purpose\\\\r\\\\nThe Offshore Service Delivery Manager (OSDM) is responsible for end-to-end delivery of IT services from the offshore location, ensuring that services are delivered in line with agreed SLAs, OLAs, contractual commitments, cost targets, and quality standards. The role acts as the primary offshore point of accountability for service operations, governance, continuous improvement, and people management, while working closely with onsite customers and stakeholders.\\\\r\\\\nKey Responsibilities\\\\r\\\\nService Delivery & Operations\\\\r\\\\n• Own day-to-day offshore service delivery across agreed service scope (Run/BAU and minor enhancements).\\\\r\\\\n• Ensure SLAs, KPIs, and service levels are consistently met or exceeded.\\\\r\\\\n• Lead Major Incident, Problem, and Change management activities from offshore.\\\\r\\\\n• Drive root cause analysis (RCA) and preventive actions to improve service stability.\\\\r\\\\n• Ensure adherence to ITIL-aligned processes (Incident, Problem, Change, Request).\\\\r\\\\nGovernance & Stakeholder Management\\\\r\\\\n• Act as the main offshore escalation point for service delivery issues.\\\\r\\\\n• Participate in operational, tactical, and service review meetings with onsite and customer stakeholders.\\\\r\\\\n• Provide accurate and timely service reports (SLA dashboards, incident trends, capacity, availability).\\\\r\\\\n• Manage customer expectations and ensure effective communication across geographies.\\\\r\\\\nFinancial & Commercial Management\\\\r\\\\n• Manage offshore cost, productivity, and utilization in line with budget.\\\\r\\\\n• Track effort, demand variability, and ensure delivery efficiency.\\\\r\\\\n• Identify and flag out-of-scope work, supporting commercial discussions with onsite leads.\\\\r\\\\nTeam & People Management\\\\r\\\\n• Lead, mentor, and develop offshore delivery teams across multiple service lines or technologies.\\\\r\\\\n• Ensure adequate staffing, skill coverage, onboarding, and knowledge management.\\\\r\\\\n• Drive performance management, training plans, and succession planning.\\\\r\\\\n• Build a culture of accountability, collaboration, and continuous improvement.\\\\r\\\\nContinuous Improvement & Transformation\\\\r\\\\n• Identify automation, standardization, and process improvement opportunities.\\\\r\\\\n• Drive shift-left and operational excellence initiatives.\\\\r\\\\n• Support transitions, transformations, and service ramp-ups from offshore.\\\\r\\\\n• Leverage data and metrics to improve service quality and cost efficiency.\\\\r\\\\nRisk, Compliance & Security\\\\r\\\\n• Identify delivery risks and implement mitigation plans.\\\\r\\\\n• Ensure compliance with contractual, audit, information security, and customer policies.\\\\r\\\\n• Support internal and customer audits from offshore delivery perspective.\\\\r\\\\nRequired Skills & Experience\\\\r\\\\nExperience\\\\r\\\\n• 10–15+ years of overall IT experience with significant exposure to managed services / service delivery.\\\\r\\\\n• 5+ years in a Service Delivery Manager / Operations Manager role.\\\\r\\\\n• Strong experience working in a global delivery model (offshore–onsite).\\\\r\\\\n• Experience managing large offshore teams and multi-vendor environments.\\\\r\\\\nTechnical & Service Management

Key Responsibilities

Job Responsibilities : Delivery management

Skill Requirements

Skill Requirement : Service Delivery, SLAs and KPIs Management

Other Requirements

Other Requirement : • Manage customer expectations and ensure effective communication across geographies.
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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.