{"id":3150335,"url":"https://alion.io/job/hcltech-service-delivery-lead-5","title":"Service Delivery Lead","company":{"id":225,"name":"HCLTech","domain":"hcltech.com","url":"https://alion.io/company/hcltech","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Operations","role_family":"Operations","seniority":"lead","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":14000,"max_usd":40000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1639},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Copilot","optional":false},{"name":"Power BI","optional":false}],"status":"live","first_seen_at":"2026-10-23T11:53:27Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-24T17:33:32Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Job Summary\nThe role is responsible for developing and maintaining strong relationships with the Regional Leaders (Client and HCL stakeholders) within their area of responsibility through a structure of Operations Manager/s, Team Leaders and Hi Performance teams.\nKey components of success will include:\nDelivering operational excellence - SLA’s\nEscalation Management (Internal and External) and Customer Satisfaction\nAchievement of operational targets - KPI’s\nLeadership and employee retention - Employee Satisfaction & Motivation\nStrong relationships (internally & externally) with senior leaders- 360degree feedback\nKey Responsibilities\n Delivery & Operational ExcellenceLead day-to-day operations to consistently achieve SLA, KPI, productivity, quality, customer experience, and business objectives.\nOwn performance management across Customer Care teams.\nIdentify emerging operational risks and implement mitigation plans.\nDrive Root Cause Analysis (RCA) and sustainable corrective actions for performance gaps.\nEnsure operational compliance with client, HCLTech, and regulatory requirements.\nManage workforce utilization, staffing, schedule adherence, and productivity targets.\n\nClient Relationship ManagementAct as the primary client contact for operational matters.\nParticipate in weekly and monthly governance meetings.\nProvide performance insights, operational updates, and action plans to client stakeholders.\nManage escalations and ensure timely resolution of client concerns.\nBuild trust and credibility through proactive communication and service excellence.\n\nPeople LeadershipLead Team Leaders, Assistant Managers, and support functions.\nDrive employee engagement, retention, and onsite culture initiatives.\nConduct talent reviews, succession planning, and leadership development discussions.\nEnsure effective coaching and development plans for future leaders.\nMaintain high levels of employee satisfaction and organizational engagement.\n\nContinuous Improvement & TransformationIdentify process improvement opportunities across operations.\nDrive Lean, Six Sigma, automation, and workflow optimization initiatives.\nPartner with support functions to improve efficiency and customer outcomes.\nLead implementation of approved transformation initiatives.\nMeasure and report realized business benefits from improvement programs.\n\nAI & Digital EnablementChampion adoption of Copilot, AI-assisted tools, and automation solutions.\nIdentify operational use cases for AI and intelligent automation.\nPromote AI-enabled decision-making and productivity improvement.\nSupport pilot programs and deployment of emerging technologies.\n\nEnsure teams effectively leverage digital tools to improve performance and customer experience\nSkill Requirements\n8-12 years of BPO / Digital Process Operations experience.\nMinimum 3-5 years managing large customer care, shared services, or customer operations teams.\nDemonstrated ownership of SLA, KPI, Quality, Productivity, Cost, CSAT, and People Metrics.\nExperience supporting global clients, especially North American operations.\nExperience leading onsite and hybrid workforce models.\nExposure to continuous improvement, automation, and process optimization initiatives.\nExperience in presenting operational performance directly to client leadership.\nOther Requirements\nSkillset Needs\nClient ManagementExecutive-level communication.\nClient relationship management.\nGovernance preparation and facilitation.\nEscalation management.\nBusiness storytelling using operational data.\n\n Operations ExcellenceSLA and KPI management.\nRoot Cause Analysis (RCA).\nForecasting and workforce planning.\nRisk management.\nChange management.\nFinancial and productivity management.\n\nLeadershipCoaching and leadership development.\nSuccession planning.\nEmployee engagement.\nPerformance management.\nStakeholder influence.\n\n Technology & AIWorking knowledge of:\nGenerative AI\nCopilot platforms\nAI-enabled knowledge management\nIntelligent workflow automation\nProcess mining\nAnalytics platforms such as Power BI\nAbility to identify automation opportunities and create business cases for transformation.","description_format":"text","description_chars":4111,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":3,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","IT Outsourcing & Dedicated 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