Service Delivery Manager (DFS)

Technology, Data & Digital · IT Infrastructure & Security · DevOps · Software Engineering · Business Analysis

In short

The Common Services Service Delivery Manager (SDM) will lead and govern the delivery of Common Services, including ITSM processes, ServiceNow, and various management functions like Incident, Change, and Capacity. This role focuses on operational excellence, process compliance, stakeholder satisfaction, and continuous improvement.

Responsibilities

Provide overall governance and delivery oversight across all Common Services functions, ensuring alignment with contractual obligations, operational objectives, and business priorities.
Lead service reviews, governance forums, operational review meetings, and stakeholder engagements.
Ensure consistent execution of ITSM processes including Incident, Major Incident, Change, Capacity, Asset, and Process Management.
Oversee Major Incident and Critical Situation management, ensuring effective escalation, communication, restoration, and executive reporting.
Drive service performance improvements through trend analysis, KPI reviews, SLA monitoring, and continual service improvement initiatives.
Govern Change Management processes, ensuring appropriate risk management, CAB effectiveness, compliance, and operational stability.
Oversee Capacity Management activities, ensuring proactive forecasting, capacity planning, performance optimization, and infrastructure readiness.
Manage Software Asset Management (SAM) function, ensuring software compliance, audit readiness, license optimization, and governance effectiveness.
Lead ServiceNow platform governance activities, working closely with ServiceNow Developers and Platform Leads to support platform maturity and operational efficiency.
Ensure ITSM process compliance, audit readiness, documentation standards, and adherence to governance frameworks.
Collaborate with Infrastructure, Security, Application Operations, Workplace Services, and Service Delivery teams to drive operational alignment and service excellence.
Manage operational risks, customer escalations, vendor performance, and service improvement plans.
Provide executive dashboards, governance reporting, service metrics, and strategic recommendations to leadership stakeholders.
Support transformation, automation, platform modernization, and operational excellence initiatives across Common Services.

Requirements

Service Delivery Management
ITIL Service Management
Incident & Major Incident Management
Change Management
Governance
Capacity Management
ServiceNow Governance
Software Asset Management (SAM)
Operational Governance & Reporting
SLA, KPI & Service Performance Management
Customer & Stakeholder Management
Vendor Management
Continuous Service Improvement

Desired Qualifications

ServiceNow ITSM Platform
Power BI & Executive Reporting
ITSM Automation
Audit & Compliance Management
Multi-Vendor Operations Management
Digital Service Transformation

Benefits

Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.
You'll supercharge your potential.
You'll find your career.
You'll find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

Skills

Service Delivery ManagementITIL Service ManagementIncident ManagementMajor Incident ManagementChange ManagementCapacity ManagementServiceNowSoftware Asset ManagementSLA ManagementKPI ManagementVendor ManagementContinuous Service ImprovementPower BIAudit & Compliance

#Service Delivery Manager#ITSM#ServiceNow#ITIL#Change Management#Incident Management#Capacity Management#Software Asset Management#Governance

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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