Service Delivery Manager

HCLTech is looking for a highly talented and self- motivated Service Delivery Manager to join it in advancing the technological world through innovation and creativity.

Job Title: Service Delivery Manager

Job ID: 2675568

Position Type: Full Time

Location: San Francisco, CA (onsite)

The Service Delivery Manager will ensure the effective execution of IT services, driving efficiency, quality, and client satisfaction across various retail systems and platforms.

Key Responsibilities:

1. Oversee the delivery of IT services to retail clients, ensuring high-quality service and support across multiple platforms such as eCommerce, POS, OMS, CRM, and ERP systems.
2. Act as the primary point of contact between the retail client and internal teams for all service-related matters.
3. Manage the end-to-end service lifecycle, ensuring that service levels are defined, monitored, and maintained across the agreed service-level agreements (SLAs).
4. Coordinate cross-functional teams (IT, operations, support) to ensure seamless delivery and issue resolution.
5. Monitor performance metrics and ensure the continuous improvement of service delivery processes, ensuring client satisfaction and meeting operational KPIs.
6. Drive incident management, ensuring timely resolution of service interruptions, issues, and escalations.
7. Ensure the effective delivery of retail technology solutions, including system updates, patches, and improvements, to meet business requirements.
8. Manage budgets and resources effectively to optimize service delivery.
9. Provide regular status updates to senior management, key stakeholders, and clients on service performance, incidents, and resolutions.
10. Lead client-facing meetings and reviews to assess service delivery performance, gather feedback, and implement necessary improvements.
11. Support the transition of new services or enhancements from project delivery teams to live service.

Qualifications & Experience

• Strong leader with 15+ years of experience in service delivery or IT operations, with a managerial role within the retail domain.
• Strong knowledge of retail systems and technology, including eCommerce platforms, POS systems, CRM, ERP, OMS, and Supply Chain Management.
• Proven experience in service delivery management in retail, overseeing IT services and operations.
• Strong understanding of service management frameworks, such as ITIL (Information Technology Infrastructure Library) and SLAs.
• Ability to manage and deliver on SLAs and KPIs for retail technology services.
• Hands-on experience in incident management, problem management, and change management.
• Experience in working with cross-functional teams to optimize service delivery and resolve service-related issues quickly and efficiently.
• Proven ability to improve processes and drive operational efficiencies.
• Experience managing retail IT services and systems such as eCommerce platforms, CRM, POS, and ERP.

Academic qualifications/Level of Education :

• Bachelor’s or Master’s degree in Computer Science, Information Technology, Business, or a related field.
• ITIL certification or other relevant service management certifications are highly preferred.

Pay and Benefits

Pay Range Minimum: $91,000 per year

Pay Range Maximum: $185,900 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 for investigation.

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

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.