Service Delivery Manager
India
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Job Description
Service Delivery Manager
Chennai, Tamil Nadu

Job Summary

    • Lead Quality Assurance and Process Excellence function, ensuring compliance with global regulatory standards
    • Develop a robust Quality Control Framework and ensure implementation, adherence and effectiveness of audits conducted
    • Lead independent service assurance projects or work as a collaborator to help our clients in their service assurance journey to improve the quality of output continuously.
    • Institutionalize strong Governance Structure and operational mechanisms to embed quality and innovation as part of the BAU deliverables and ensure seamless operations
    • De-Risk operations through deployment of Risk Control & Best Practice framework, best in class Digital solutions
    • Ensure Quality sampling methodology is effective and Quality checks as per defined framework ensuring feedback and consequence management is in place
    • Optimize resource capacity, inter agent variation within Delivery and QA
    • Own and deliver on committed efficiency improvement in engagement through CI
    • Identify Digital led transformation opportunities and bring best practices from existing relationships in S2P, Order to Cash
    • Institute a reporting mechanism and strong governance for measurement and reporting
    • Anticipate and highlight challenges for resolution to avoid disruption to operations and client business
    • Client satisfaction/ dissatisfaction measurement & analysis through independent surveys.
    Mentor and build LSS DNA in the operations environment

Key Responsibilities

 

Quality & Transformation Lead – Source to Pay, Order to Cash, Supply Chain

  • 15+ years, domain knowledge in Source to Pay, Order to Cash, Supply Chain
  • BPO/GBS service industry experience
  • 10+ years in Quality and Process Excellence role
  • QA Automation / Transformation exp is desirable

 

Bachelor’s degree/Post Graduate degree, LSS certification (BB preferred)

 

Domain

Invoice to Pay, O2C, SCM

 

Skill Requirements

  • Experience in Building Quality Frameworks independently within Supply chain function and smooth implementation and adherence
  • Knowledge of Quality Monitoring process and system
  • Relevant experience in Lean and Digital Transformation, knowledgeable about tools and platforms used in Invoice to Pay, O2C, SCM in mid-size to large Global clients
  • Hands on experience on process diagnostic study, VSM, lean techniques, brainstorm solutions
  • Good analytical skills to drive meaningful conversations using insights from data
  • Knowledge and hands on deployment experience in Agentic AI, GEN AI solutions is an added advantage
  • Hands on presentations for senior leadership, advanced MS-Office (excel etc.)
  • Preferred BB certification in Lean Six Sigma from Recognized Institutions
  • Strong Communication and storytelling skills, should have experience in managing senior stakeholders (External & Internal) and be able to influence decisions
  • Should have prior Team management experience
  • Exposure to multiple Industry desired.

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 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.