Track Lead - ServiceNow, IT Service Management
France
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Job Description
Track Lead - ServiceNow, IT Service Management
Paris, Île-de-France

Job Summary

 Job Description – Regional Service Manager • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand • Exceling in the customer relationship • Developing a deep understanding of projects to gain insights into the scope of service delivery • Monitoring and managing all the contractually in-scope work • Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary • Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews • Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery • Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization

Key Responsibilities

Performance and Quality Management • Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades • Providing accurate and regular reports to the management on performance of the service delivery • Leading personnel management, including staff recruitment, performance assessment, training, and mentoring • Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments

Skill Requirements

Service Delivery Manager Skills • Proven hands-on experience of 12+ years as Service Delivery Manager • Operational ability to handle technical discussions across domains, including but not limited to Workplace, Cloud & Compute, Cybersecurity, Gen AI etc. • Excellent verbal and written communication skills in English and French • Proficiency in leading both physical and virtual teams • Experience in dealing with third-party-provided services • Operational ability in a diverse, large-scale environment • Exceptional customer-facing skills • In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery • Mastery of ITIL (Information Technology Infrastructure Library) principles • Expertise in people management and leadership • Strong organizational skills • Capacity to train and guide junior team members • Ability to manage and prioritize tasks efficiently • Solid resource planning and problem-solving skills • Readiness to demonstrate a proactive attitude

Other Requirements

Job Role : Track Manager - ServiceNow, IT Service Management


Job Description : RSM – Regional Service Manager

Cluster : IT Service Management
 
 
 

 
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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.