Track Manager (Support & Operations)
United Kingdom
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Job Description
Track Manager (Support & Operations)
Others, England

Job Summary

 Infrastructure Services Delivery Manager (ISD) (L3) Governance – Infrastructure Services Delivery Location: Slough, United Kingdom Experience: 10–12 Years Role Summary The Infrastructure Services Delivery Manager (ISD) will be responsible for governing and managing the delivery of infrastructure services across workplace, server, cloud, network, security, and platform operations. The role acts as the primary interface between customer stakeholders, service delivery teams, tower leads, and governance functions to ensure service excellence, operational stability, and continual improvement.

Key Responsibilities

Roles and Responsibilities Own end-to-end service delivery governance for infrastructure services and ensure alignment with contractual commitments and business objectives. Monitor service performance against agreed SLAs, KPIs, OLAs, and operational targets, driving actions to address service gaps and risks. Lead service review meetings, governance forums, and operational discussions with customer stakeholders and delivery teams. Coordinate with infrastructure tower leads across cloud, server, network, security, workplace, and operations services to ensure seamless service delivery. Manage service escalations, critical incidents, and operational risks, ensuring timely resolution and effective stakeholder communication. Review trends across incidents, service requests, problems, changes, availability, and capacity to identify improvement opportunities. Drive continual service improvement initiatives focused on service quality, user experience, operational efficiency, and automation adoption. Support transition and transformation programs, ensuring operational readiness and successful integration into BAU support. Oversee service reporting, governance dashboards, action trackers, and executive presentations. Ensure compliance with governance processes, audit requirements, risk management practices, and security policies. Build strong relationships with customer leadership and act as a trusted advisor for infrastructure service delivery matters.

Skill Requirements

Mandatory Skills Infrastructure Service Delivery Management ITIL Service Management SLA & KPI Management Customer & Stakeholder Management Governance & Service Reviews Incident, Problem & Change Management Risk & Escalation Management Service Reporting & Dashboard Management Vendor & Supplier Coordination Continual Service Improvement Preferred Skills Cloud Services (Azure / AWS) Infrastructure Operations ServiceNow Power BI Reporting Transition & Transformation Management Financial & Operational Governance

Other Requirements

 Certifications Mandatory ITIL v4 Foundation Preferred ITIL Managing Professional PMP (Project Management Professional) PRINCE2 Practitioner Azure Fundamentals (AZ-900)
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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 223,000 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 June 2026 totaled $14.8 billion.