Service Project Manager - IT Infra

Job Description

Job Description: SDM Onsite

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The Service Delivery Manager (SDM) is responsible for the overall delivery of IT services to customers, ensuring SLA compliance, customer satisfaction, operational excellence, financial performance, and continuous service improvement. The role acts as the primary interface between the customer, internal delivery teams, vendors, and stakeholders, with accountability for service performance, risk mitigation, escalation management, and overall delivery governance.

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A summary of the key requirements is provided below:

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• Proven experience in a Service Delivery Manager role within the IT industry. Experience in managing global service delivery operations.
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• Build trust and relationship with Client to identify potential issues proactively and develop early warning system for HCL to mitigate issues before it reaches critical state
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• Delivered stable and predictable service operations while consistently meeting contractual SLA commitments and customer satisfaction objectives.
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• Be proactive in suggesting initiatives to increase the service offered to the client, including understanding how existing processes can be changed or improved to aid Customer business
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• Successfully transformed challenged engagements into stable, trusted customer accounts through strong governance, execution discipline, and operational excellence.
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• Drive significant cost optimization through workforce rationalization, productivity improvements, and cloud efficiency initiatives.
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• Built and led high-performing delivery teams focused on service quality, accountability, and continuous improvement.
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• Strengthened executive stakeholder relationships through proactive communication, risk management, and outcome-driven service delivery.
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• Reduced operational risk by implementing robust Incident, Problem, and Change management practices.
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• Enhanced audit readiness and compliance through disciplined process adherence and governance controls.
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• Led large-scale transitions and transformation projects with minimal business disruption while maintaining service continuity.
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• Ensure that the projects initiated by the customer are completed as per the agreed timelines, costs, etc. and relevant proposals are submitted within the stipulated timeframe.
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• Determine IT operations service requirements by analyzing needs of users/departments; prioritizing modifications to core system applications; resolves organizational conflict; developing and implementing documentation requirements for problem resolution.
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• Track and Manage performance of team members, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
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• Must have good People Management, Crises management and conflict management
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• Bachelor’s degree in information technology, or a related field
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• Strong leadership and people management skills.
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• Excellent communication on and interpersonal skills.
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• Strong analytical and problem-solving skills.
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Disclaimer

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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 ziprecruiter.com for investigation.

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Compensation and Benefits

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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