Global Service Delivery Manager - Network services

Key Responsibilities

1. Service Delivery & Governance

• Own end-to-end service delivery across:
• Hybrid Cloud (Public + Private + On-Prem)
• Database platforms (Oracle, SQL Server, PostgreSQL, etc.)
• Network services (LAN/WAN, Firewalls, VPN, Load Balancers)
• ITSM & Enterprise Tools (ServiceNow, Monitoring, Automation)
• Ensure SLA/KPI adherence across Incident, Problem, Change, and Request management.
• Conduct weekly/monthly governance reviews with stakeholders.
• Drive RCA for major incidents and ensure preventive measures are implemented.
• Manage risk, compliance, and audit requirements (GxP, HIPAA, SOX as applicable).

2. Hybrid Cloud & Infrastructure Oversight

• Oversee operations across AWS/Azure/GCP and On-Prem environments.
• Ensure availability, scalability, performance, and cost optimization.
• Manage cloud governance, access controls, backup, DR, and resilience planning.
• Collaborate with architecture teams for modernization initiatives.

3. Database & Network Management

• Ensure database performance, security, patching, and capacity planning.
• Oversee high availability, replication, and DR strategies.
• Ensure network uptime, performance monitoring, firewall compliance, and secure connectivity.
• Manage vendor coordination for hardware/network components.

4. ITSM & Tools Governance

• Govern ServiceNow processes (Incident, Problem, Change, CMDB).
• Ensure monitoring coverage across infrastructure, applications, and network.
• Drive automation initiatives for operational efficiency (Runbook automation, AI-Ops, self-healing).
• Improve service desk effectiveness and ticket quality.

5. Customer & Stakeholder Management

• Act as single point of contact for IT service delivery at client site.
• Build strong relationships with IT leadership, business stakeholders, and compliance teams.
• Present operational dashboards, SLA reports, and improvement roadmaps.
• Manage escalations and executive communications effectively.

6. Regulatory & Compliance (Life Sciences Focus)

• Ensure IT services comply with:
• GxP validation requirements
• 21 CFR Part 11
• Data integrity and audit controls
• Support internal and external audits.
• Maintain validated system documentation and change traceability.

7. Financial & Contract Management

• Track service consumption and cost optimization.
• Support budgeting, forecasting, and contract compliance.
• Identify opportunities for transformation and automation savings.

8. Team & Vendor Management

• Lead onsite and offshore teams.
• Manage cross-functional teams (Cloud, DBA, Network, Tools).
• Ensure resource planning and skill alignment.
• Evaluate vendor performance and enforce accountability.

Required Skills & Qualifications

Technical Competencies

• Strong understanding of:
• Hybrid Cloud (AWS/Azure/GCP + On-Prem)
• Database platforms (Oracle, SQL, PostgreSQL)
• Enterprise Networking
• ServiceNow ITSM modules
• Monitoring tools (Dynatrace, AppDynamics, SolarWinds, SCOM, etc.)
• Automation tools (Ansible, PowerShell, Python, RPA)

Process & Governance

• ITIL v3/v4 certified (preferred)
• Experience in SLA/KPI management
• Strong knowledge of change management in regulated environments

Leadership Skills

• Strong stakeholder engagement skills
• Executive-level communication capability
• Crisis management and decision-making ability
• Experience managing multi-vendor ecosystems

Disclaimer

HCL 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 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