Service Delivery Lead

Logistics, Sales & Operations · Supply Chain & Transport · Logistics Management · Sales Management

In short

We are seeking an experienced Service Delivery Lead for our Hyderabad, India location. The ideal candidate will have extensive experience in the service industry, strong client-facing and leadership skills, and a proven track record in driving operational performance and growth through analytical acumen and an agile mindset. This role involves managing large-scale customer service teams, fostering stakeholder relationships, and ensuring adherence to SLAs and KPIs.

Responsibilities

Deliver on financial and non-financial business goals.
Prepare and present process performance metrics to key stakeholders.
Lead and participate in governance discussions and management forums with clients.
Identify key cost drivers and optimize operational expenditures.
Proactively identify business expansion opportunities with the customer.
Nurture client relationships through clear, consistent communication and regular reviews.
Collaborate with customers to resolve operational challenges.
Ensure strict adherence to organizational and industry compliance standards.
Initiate and lead process improvement projects to elevate operational efficiency.
Guide the team to meet process SLAs, productivity goals, and quality targets.
Foster a culture of proactive risk identification and mitigation across operations.
Provide clear leadership, mentorship, and career guidance to team members.
Promote continuous learning, upskilling, and knowledge management practices.
Conduct performance appraisals and feedback cycles for direct reports.

Requirements

12+ years of operations experience in service industry.
Proven experience managing large-scale customer service teams or service desks.
Strong client-facing skills with exceptional communication, negotiation, and conflict management capabilities.
Demonstrated ability to socialize and present analytical insights, proposals, and strategies to executive leadership using metrics-driven arguments.
Track record of cross-functional leadership and general management expertise within a matrixed organizational structure.
Proven ability to drive business performance and growth through strong analytical acumen, thought leadership, an agile mindset, and a proactive attitude.
Excellent communication and facilitation skills with a history of building strong stakeholder relationships.
Effective people manager demonstrating the highest standards of integrity.
Experience in global roles and large-scale operational transitions.
Demonstrated success in building high-performing operations teams during business transitions.
Distinctive problem-solving and project management skills, including experience executing complex strategic and operational initiatives.
Strong business acumen with the ability to influence key stakeholders across a complex business environment while balancing attention to detail across simultaneous projects.
Data-driven decision maker with a keen eye for detail, capable of proactively identifying operational risks and implementing mitigation plans.
Strong analytical skills with the ability to synthesize data into actionable strategic recommendations.
Successful track record of attracting, inspiring, retaining, and developing leaders and team members within large teams.
Ability to streamline processes and establish efficient workflows, driving cross-functional alignment across Engineering, Product, Marketing, and Business Development teams.
Strong sense of ownership and accountability for overall team performance, SLA adherence, and KPI delivery.

Desired Qualifications

Bachelor's degree required; Master's/Postgraduate degree preferred.

Benefits

Supercharge your potential.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

Skills

customer servicecommunicationnegotiationconflict managementproject managementstakeholder managementSLA adherenceKPI deliveryrisk managementprocess improvementfinancial managementteam leadershiptalent acquisitionvendor management

#Service Delivery#Operations Management#Client Management#Team Leadership#Process Improvement#Hyderabad

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, 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 September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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