Sr Group Operations Manager
Netherlands
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Job Description
Sr Group Operations Manager
Amsterdam, Noord-Holland

Job Summary

The Service Delivery Manager (SDM) is accountable for ensuring end-to-end delivery of digital and IT services within DWP, driving service performance, user experience, and continuous improvement aligned to business and citizen outcomes.

Key Responsibilities

1. Service Delivery & Operations Ensure consistent delivery of IT services against agreed SLAs, KPIs, and operational targets Oversee incident, problem, and change management processes Maintain service stability, availability, and performance across environments 2. Stakeholder & Customer Management Act as the primary interface between business, users, and delivery teams Manage relationships with internal stakeholders, suppliers, and cross-functional teams Ensure services meet end-user and departmental needs 3. Agile Delivery & Team Enablement (DWP-specific) Enable agile delivery using Scrum/Kanban practices Remove blockers, protect teams from disruptions, and maintain delivery momentum Drive high-performing, empowered, multidisciplinary teams 4. Performance & Governance Monitor and report service metrics, risks, and delivery status Provide transparency to senior stakeholders and governance forums Ensure compliance with policies, regulatory requirements, and ITIL practices 5. Continuous Improvement & Transformation Lead service improvements and optimization initiatives Identify automation, cost optimization, and efficiency opportunities Support onboarding of new digital services and transitions into live operations 6. Commercial & Financial Management Manage budgets, vendor performance, and supplier contracts Ensure cost-effective delivery aligned with value outcomes

Skill Requirements

Service Management (ITIL) – strong understanding of ITIL processes and lifecycle Agile Delivery Leadership – Scrum, Kanban, Lean practices Stakeholder Management – ability to bridge business and technical teams Data-driven Decision Making – use metrics to improve service performance Risk & Issue Management – proactive escalation and resolution Communication & Influence – executive-level reporting and engagement

Other Requirements

SLA compliance & service availability Incident resolution time (MTTR) Customer satisfaction (CSAT) Delivery predictability & velocity Cost optimization & efficiency gains
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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.