The Job

Service Delivery Manager (DFS)

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

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In short

The Service Delivery Manager (DFS) role in Gurugram, Haryana, is responsible for leading the Service Performance Management Function for a large, multi-LOB program supporting over 5000 FTEs across multiple countries. The role ensures contractual metrics are met through proactive actions, root cause analysis, and collaboration with operations teams, while also managing FTE reporting, onboarding, and Power BI reporting.

Responsibilities

  • Lead the Service Performance Management Function for a large program with multiple LOBs supporting 5000+ FTEs in multiple countries.
  • Ensure 74 penalty-based contractual metrics are meeting targets by working closely with multiple LOB operation teams.
  • Act as a collaborator, taking proactive actions, ensuring accurate root cause analysis of metric failures, and timely implementation of corrective actions.
  • Prepare and present Actual vs Budget FTE reporting to leadership.
  • Ensure FTE budget targets are met.
  • Oversee onboarding and on-time offboarding on client platforms.
  • Maintain Power BI Reporting.
  • Anchor process improvement/compliance (human error reporting) and other organizational initiatives (automation, Lean IT implementation).
  • Plan for Program and Delivery Management and ensure agreed deliverables in terms of margin are met.
  • Guide, manage, develop, and engage the team, ensuring employee retention.
  • Ensure customer engagement, satisfaction, and referenceability.
  • Ensure upskilling/creation of resources through internal academies/trainings and growth rotation.

Requirements

  • Central SLA / performance management role experience
  • SIAM Experience
  • Network Operations experience
  • WFM (Workforce Management / Call Center Operations) experience
  • Ability to deep dive and work collaboratively across different operation teams and client teams.
  • Ability to grasp new concepts, new problems, and operations processes quickly.
  • Must be flexible to work in UK or US shifts.

Desired Qualifications

  • Versatile to address different operation problems.
  • High performer with significant achievements or impact made to the business.
  • Hands-on approach and attention to detail for front-end reviews on individual metrics with the client and operation leadership.

Benefits

  • Work from office role either from Gurugram or Noida.
  • Shifts till 1:00 am IST; may change to US shift till 4:00 am IST.
#Service Delivery#Performance Management#SLA#SIAM#WFM#Call Center Operations#FTE Reporting#Power BI
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Company

HCLTech

Job Posted

1 month ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Mid-Senior

Locations

Gurugram, India

Noida, India

Applicants

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