IT Service Delivery Manager
il y a 2 semaines
HCLTech "Certified Global Top Employer 2025".
HCLTech is a global Tech company with 225,000+ HCLTechies across 60 countries, offering digital, engineering, and cloud solutions. Serving major industries like Financial Services, Manufacturing, Healthcare, Telecom, and more, its 12-month revenue ending September 2024 was $13 billion.
HCLTech France: +500 HCLTechies. Offices: Paris, Lyon, Toulouse and Blagnac.
We are looking for an IT Service Delivery Manager to join our team at a client's facility in Paris La Défense, France.
As the Service Delivery Manager, you will be responsible for managing and maintaining AOM services and infrastructure services in production that contribute to applicative maintenance of IT business solutions. To meet delivery objectives SDM responsibilities consist in determining operational objectives by studying business functions, gathering information and evaluating output requirements and formats.
You will also be responsible for project requests, analysis of all given deliveries impacting his/her scope of responsibility and often participates in projects. This key role within the organization needs leadership, engagement and professionalism as this can lead to investment for customers and revenue for HCLTech.
Tasks & Responsibilities
You'll be in charge of:
- Delivering services, driving service performance, ensuring user satisfaction, service delivery and SLA achievement of the specific assigned business domains.
- Shall frontend communication, business and technical discussions with AD AM /BO teams and stakeholders as well as Third Parties for all activities in scope of AO
- Helping in the process of onboarding of new applications, upgrades, Decommission and Consolidation within the Service Provider's gamut of services
- Resolving and owning performance Issues for Customer that caused Poor User Experience
- Proven Strong Project and People Management skills.
- Ensuring delivery teams are equipped with knowledge and relevant training for the scope
- Establishing monitoring procedures and call duties where needed for all the scope of activities for the respective business domain
- Defining escalation and support procedures
- Documenting communication plan
- Optimizing infrastructure efficiency and costs
- Studying capacity planning requirements for its portfolio infrastructures
- Communication to the customer on RCA's and major changes
- Accountable for all P1's in the respective domain and maintain customer communication effectively
- Understand the customers landscape in infra and application services scope and application workflow and infra deliverables
- Participate in the crisis management calls and Major incidents.
Job Requirements
- Bac+2 -Bac+5 Degree in IT or relevant field
- English and French Fluent
- 15+ years of prior IT working experience in any of the prominent technologies
- Willingness to learn new technologies and ability to adopt to work in a corporate environment
- Outstanding communication skills both oral and written, technical and non-technical and the ability to work with diverse group of individuals in a professional environment.
- Ability to communicate both oral and written with client mid/senior management professionals.
- Ability to present status report in a senior management forum and ability to articulate and answer questions.
- Good Negotiation and interpersonal skills.
- Good Team player
- Proven experience as a Service Delivery Manager or in a similar role.
- Strong understanding of service delivery processes and procedures.
- Excellent leadership and customer management skills.
- Strong problem-solving abilities.
- Ability to manage and lead teams.
Ready for a new challenge? Join a friendly, multinational company offering endless opportunities in a dynamic, multicultural environment.
Apply now and submit your CV in English
Why become an HCLTechie?
At HCLTech, we offer diverse opportunities to learn, innovate, and fast-track your career. You'll work with global clients and industry-leading experts, gaining access to mentorship and rewarding growth paths. Our people-friendly work culture fosters flexibility, leadership, and personal and professional growth, giving you the freedom to explore, experiment, and thrive.
We believe in doing things differently, offering hands-on training and coaching, and celebrating the passion and commitment of our teams. Discover the benefits of joining HCLTech:
- Comprehensive benefits package.
- Global career opportunities and mobility.
- Flexible work environment supporting work-life balance.
- Exciting projects and upskilling opportunities to shape your role.
- Total wellbeing focus: Beyond professional growth, you'll be able to collaborate with like-
minded colleagues to drive meaningful impact through initiatives like our CSR Council, Diversity Council, Women Connect, and many more.
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