Service Delivery Manager - Operations Management
United States
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Job Description
Service Delivery Manager - Operations Management
Fairfax (city), Virginia

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).
Maximum Salary (US):  100000
Minimum Salary (US):  80000
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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 227,000 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 March 2026 totaled $14.7 billion. 

 

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.