Service Delivery Manager (SDM)
Bulgaria
Apply now
Job Description
Service Delivery Manager (SDM)
Others, Sofia

Job Summary

The Delivery Unit (DU) Head is responsible for end-to-end delivery, governance, financial performance, and customer satisfaction across the assigned Delivery Unit. The role ensures seamless execution of services, drives operational excellence, and aligns delivery with business objectives. 

Delivery & Operations Management

· Own end-to-end service delivery across accounts within the DU

· Ensure adherence to SLAs/KPIs, contract compliance, and quality standards

· Drive delivery excellence, process standardization, and continuous improvement

· Manage transition, transformation, and stabilization of new engagements

Key Responsibilities

Delivery & Operations Management

· Own end-to-end service delivery across accounts within the DU

· Ensure adherence to SLAs/KPIs, contract compliance, and quality standards

· Drive delivery excellence, process standardization, and continuous improvement

· Manage transition, transformation, and stabilization of new engagements

Financial & Business Performance

· Own P&L for the Delivery Unit

· Drive revenue growth, margin improvement, and cost optimization

· Ensure effective forecasting, budgeting, and financial governance

· Identify opportunities for upsell/cross-sell

Skill Requirements

Key Skills & Competencies

· Strong leadership and stakeholder management

· Deep understanding of IT service delivery / managed services

· Financial acumen (P&L management, cost optimization)

· Excellent communication and executive presentation skills

· Risk management and decision-making ability

· Experience in large-scale delivery and transformation programs

Experience & Qualifications

· 15–20+ years of experience in IT services / delivery management

· Proven experience managing large teams and multiple accounts

· Strong track record in client engagement and delivery excellence

· Relevant certifications (ITIL, PMP, Agile, etc.) preferred



Other Requirements

Risk, Compliance & Governance

· Identify and mitigate delivery, operational, and financial risks

· Ensure compliance with organizational policies, security, and regulatory standards

· Implement strong governance frameworks and reporting mechanisms

Transformation & Innovation

· Drive automation, AI-led solutions, and digital transformation initiatives

· Improve productivity, efficiency, and customer experience

· Support strategic initiatives and organizational change programs
Apply now
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.