The Job

Service Delivery Manager (DFS)

Technology, Data & Digital · Software & Web Development · Software Engineering · DevOps

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In short

The Offshore Service Delivery Manager (OSDM) in Bengaluru, India, is responsible for end-to-end IT service delivery, meeting SLAs, OLAs, and quality standards. This role involves managing offshore teams, customer expectations, finances, and driving continuous improvement initiatives within a global delivery model.

Responsibilities

  • Own day-to-day offshore service delivery across agreed service scope (Run/BAU and minor enhancements).
  • Ensure SLAs, KPIs, and service levels are consistently met or exceeded.
  • Lead Major Incident, Problem, and Change management activities from offshore.
  • Drive root cause analysis (RCA) and preventive actions to improve service stability.
  • Ensure adherence to ITIL-aligned processes (Incident, Problem, Change, Request).
  • Act as the main offshore escalation point for service delivery issues.
  • Participate in operational, tactical, and service review meetings with onsite and customer stakeholders.
  • Provide accurate and timely service reports (SLA dashboards, incident trends, capacity, availability).
  • Manage customer expectations and ensure effective communication across geographies.
  • Manage offshore cost, productivity, and utilization in line with budget.
  • Track effort, demand variability, and ensure delivery efficiency.
  • Identify and flag out-of-scope work, supporting commercial discussions with onsite leads.
  • Lead, mentor, and develop offshore delivery teams across multiple service lines or technologies.
  • Ensure adequate staffing, skill coverage, onboarding, and knowledge management.
  • Drive performance management, training plans, and succession planning.
  • Build a culture of accountability, collaboration, and continuous improvement.
  • Identify automation, standardization, and process improvement opportunities.
  • Drive shift-left and operational excellence initiatives.
  • Support transitions, transformations, and service ramp-ups from offshore.
  • Leverage data and metrics to improve service quality and cost efficiency.
  • Identify delivery risks and implement mitigation plans.
  • Ensure compliance with contractual, audit, information security, and customer policies.
  • Support internal and customer audits from offshore delivery perspective.

Requirements

  • 10–15+ years of overall IT experience with significant exposure to managed services / service delivery.
  • 5+ years in a Service Delivery Manager / Operations Manager role.
  • Strong experience working in a global delivery model (offshore–onsite).
  • Experience managing large offshore teams and multi-vendor environments.
  • Service Delivery
  • SLAs and KPIs Management
  • Manage customer expectations and ensure effective communication across geographies.

Benefits

  • Supercharge your potential at HCLTech.
  • Find your career at HCLTech.
  • Find your spark at HCLTech.
  • HCLTech puts its people first.
#IT Services#Service Delivery#Manager#Offshore#Bengaluru
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Company

HCLTech

Job Posted

2 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Executive

Locations

Bengaluru, India

Applicants

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