Service Delivery Manager - Operations Management
Sri Lanka
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Job Description
Service Delivery Manager - Operations Management
Colombo, Western

Job Summary

This role is responsible for overseeing service delivery operations, managing escalations, and ensuring client requirements are met with excellence. The individual will provide expert guidance to delivery teams, drive operational improvements, and foster strong client relationships, directly impacting service quality and customer satisfaction.

Key Responsibilities

1. Lead operations management activities by analyzing service metrics and implementing process improvements using data visualization tools to ensure service levels meet client expectations.
2. Manage escalations by applying escalation management techniques to resolve complex client issues, coordinating with internal teams for timely and effective solutions.
3. Provide expert direction and guidance to delivery teams on operations best practices, ensuring alignment with client requirements and organizational standards.
4. Support business development by identifying opportunities to enhance service offerings through operations management insights and presenting value-driven solutions to clients.
5. Foster professional client relationships by proactively managing account communications and ensuring transparency in service delivery outcomes.
6. Drive knowledge development within the team by sharing industry expertise and facilitating learning sessions on operations management and escalation handling.

Skill Requirements

1. Expert Proficiency In Operations Management With Advanced ProblemSolving And Process Optimization Skills.
2. Excellent Expertise In Escalation Management For Resolving Critical Client Issues And Minimizing Service Disruptions.
3. Advanced Proficiency In Using Data Visualization Platforms (E.G., Power Bi, Tableau) To Monitor, Report, And Communicate Operational Metrics.
4. Strong Understanding Of Client Engagement Dynamics And Account Management Practices.
5. Excellent Communication And Stakeholder Management Skills.

Other Requirements

1. ITIL Foundation or Practitioner certification (optional but valuable).
2. Six Sigma Green Belt or Lean certification (optional but valuable).
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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.