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

Job Summary

 Regional Service Manager (RSM) (L3) Governance – Regional Service Management Location: United Kingdom – London - Slough Experience: 10–12 Years Role Summary The Regional Service Manager (RSM) will act as the primary governance and service management lead for an assigned region. The role is responsible for ensuring service delivery performance, customer satisfaction, operational excellence, and compliance with agreed service levels while acting as a key interface between customers, delivery teams, and leadership stakeholders.

Key Responsibilities

Roles and Responsibilities Serve as the primary point of contact for regional service governance, operational reviews, and customer escalations. Monitor and drive service performance against agreed SLAs, KPIs, and contractual obligations. Conduct regular service review meetings with customer stakeholders and internal delivery teams. Analyze trends across incidents, problems, service requests, changes, and operational metrics to identify improvement opportunities. Drive service improvement initiatives to improve customer experience, operational efficiency, and service quality. Coordinate with tower leads, service delivery managers, and support teams to address service risks and performance issues. Manage customer escalations and ensure timely resolution of business-critical issues. Prepare governance reports, executive dashboards, service reviews, and performance presentations. Support audit, compliance, risk, and governance activities within the region. Build strong customer relationships and act as a trusted advisor for service management and operational matters.

Skill Requirements

Mandatory Skills Service Delivery Management Customer Governance & Relationship Management SLA & KPI Management ITIL Service Management Escalation & Risk Management Service Improvement Planning Executive Reporting & Governance Stakeholder Management Preferred Skills ServiceNow Reporting PMO & Governance Contract & Vendor Management Power BI

Other Requirements

Certifications Mandatory ITIL v4 Foundation Preferred ITIL Managing Professional PMP PRINCE2 Practitioner
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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.