IT Service Delivery Manager

HCLTech is looking for a highly talented and self- motivated Data Services Delivery Leader to join it in advancing the technological world through innovation and creativity. Job Title : Data Services Delivery (DSD) Leader Job ID: 143696 Position Type: Full-time Location: Onsite - 4 days (Jersey City, NJ / DFW, TX / Chicago, IL / Bay Area, CA) We are seeking an experienced Data Services Delivery (DSD) Leader to own the end-to-end delivery of data services, spanning both Application/Data Development and Production Support. This is a hybrid technical-managerial role for a leader who can balance hands-on technical credibility with large-scale program leadership. The ideal candidate has successfully run large, complex data programs, managed distributed delivery teams, and driven operational excellence across the full data lifecycle, from build to run. Role/Responsibilities End-to-End Delivery Ownership Own and drive end-to-end data services delivery, covering both new development/enhancements and L1/L2/L3 production support for data platforms, pipelines, and integrations. Act as the single point of accountability for delivery commitments, SLAs, and quality across the data services portfolio. Define and implement delivery governance, ensuring predictable, high-quality outcomes across multiple concurrent workstreams. Farming existing accounts for AI and Data Opportunities and improving repeat business value at account level for Data & AI opportunities. Program & Stakeholder Leadership Lead large, cross-functional data programs involving multiple teams, vendors, and stakeholders across geographies. Partner with business, product, and engineering leadership to translate strategic priorities into delivery roadmaps. Manage program-level risk, budget, resourcing, and executive reporting/status updates. Technical Leadership Provide hands-on technical direction on data architecture, pipeline design, data quality frameworks, and modern data platforms (cloud data warehouses, ETL/ELT, orchestration tools, etc.). Review and guide technical design decisions; ensure engineering best practices, scalability, and cost-efficiency. Stay close enough to the technology to credibly engage in architecture discussions, troubleshoot escalations, and mentor technical teams. Participate in technical solutioning for AI and Data opportunities, Solutions and Accelerators Support Operations Management Own production support operations for data platforms, incident management, root cause analysis, problem management, and continuous service improvement. Establish and monitor SLAs/OLAs, KPIs, and dashboards for support performance (MTTR, ticket volume, recurring issues, etc.). Drive automation and self-healing initiatives to reduce manual support effort and improve system reliability. Build, lead, and mentor a team of technical leads, developers, and support engineers across development and support functions. Foster a culture of ownership, continuous improvement, and technical excellence. Manage staffing, performance, and capacity planning across development and support pods. Process & Governance Implement and mature delivery frameworks (Agile/Scrum, ITIL, DevOps/DataOps practices) suited to a dual development + support model. Drive continuous improvement in delivery processes, tooling, and documentation. Ensure compliance with data governance, security, and regulatory requirements. Required Qualifications 15+ years of overall experience in data engineering/technology delivery, with 5+ years in a leadership role managing delivery and/or support teams. Proven experience leading large, complex data programs end-to-end (multi-team, multi-vendor, cross-geography). Strong technical background in data engineering, hands-on or recent hands-on experience with: SQL and at least one programming language (Python, Scala, Java) Data Governance, Data Management Services, Data modeling, Warehousing, and Integration Concepts Demonstrated experience owning both delivery/development and production support functions. Strong experience with ITIL-based support models, incident/problem management, and SLA governance. Excellent stakeholder management skills, comfortable engaging with senior business and technology leadership. Experience with Agile/Scrum and DevOps/DataOps delivery practices. Strong people leadership experience, managing, mentoring, and growing technical teams (typically 20 - 1000+ FTEs, including onshore/offshore models). Preferred Qualifications Experience in managed services / global delivery / shared services environment. Exposure to data governance, data quality, and metadata management frameworks Relevant certifications (PMP, SAFe, ITIL, cloud platform certifications). Experience with FinOps/cost optimization for cloud data platforms. Prior experience in [Insert relevant industry, e.g., Banking, Healthcare, Retail]. Key Attributes Technical credibility, can go deep enough to challenge architecture and troubleshoot with the team, not just manage from a distance. Execution-focused, track record of delivering large programs on time, on budget, and at quality. Balances build and run, equally comfortable driving new development and stabilizing/operating live systems. Strong communicator, able to translate technical complexity into business impact for senior stakeholders. Calm under pressure, experienced in managing production incidents and escalations without losing sight of long-term delivery goals. Pay and Benefits Pay Range Minimum: $155,000 per year Pay Range Maximum: $263,000 per year HCLTech is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to View email address on click.appcast.io for investigation. Compensation and Benefits A candidate’s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year. How You’ll Grow At HCLTech, we offer continuous opportunities for you to find your spark and grow with us. We want you to be happy and satisfied with your role and to really learn what type of work sparks your brilliance the best. Throughout your time with us, we offer transparent communication with senior-level employees, learning and career development programs at every level, and opportunities to experiment in different roles or even pivot industries. We believe that you should be in control of your career with unlimited opportunities to find the role that fits you best. #J-18808-Ljbffr