{"id":3464611,"url":"https://alion.io/job/hcltech-service-delivery-lead-6","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":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":14500,"max_usd":39000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":8},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-29T15:01:30Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-10-30T01:39:46Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Job Summary\nMust Haves:\n12+ years of operations experience in service industry\n\nProven experience managing large-scale customer service teams or service desks (preferred).\n\nStrong client-facing skills with exceptional communication, negotiation, and conflict management capabilities. Demonstrated ability to socialize and present analytical insights, proposals, and strategies to executive leadership using metrics-driven arguments.\n\nTrack record of cross-functional leadership and general management expertise within a matrixed organizational structure.\n\nProven ability to drive business performance and growth through strong analytical acumen, thought leadership, an agile mindset, and a proactive attitude.\n\nExcellent communication and facilitation skills with a history of building strong stakeholder relationships.\n\nEffective people manager demonstrating the highest standards of integrity.\n\nExperience in global roles and large-scale operational transitions (preferred).\n\nDemonstrated success in building high-performing operations teams during business transitions (preferred).\n\nDistinctive problem-solving and project management skills, including experience executing complex strategic and operational initiatives.\n\nStrong business acumen with the ability to influence key stakeholders across a complex business environment while balancing attention to detail across simultaneous projects.\n\nData-driven decision maker with a keen eye for detail, capable of proactively identifying operational risks and implementing mitigation plans.\n\nStrong analytical skills with the ability to synthesize data into actionable strategic recommendations. Successful track record of attracting, inspiring, retaining, and developing leaders and team members within large teams.\n\nAbility to streamline processes and establish efficient workflows, driving cross-functional alignment across Engineering, Product, Marketing, and Business Development teams.\n\nStrong sense of ownership and accountability for overall team performance, SLA adherence, and KPI delivery.\n\nKey Responsibilities\nAreas of Responsibility:\nStakeholder/Business Management:\nDeliver on financial and non-financial business goals.\n\nPrepare and present process performance metrics to key stakeholders.\n\nLead and participate in governance discussions and management forums with clients.\n\nIdentify key cost drivers and optimize operational expenditures.\n\nProactively identify business expansion opportunities with the customer.\n\nIdentify growth potential and achieve headcount and delivery expansion targets.\n\nAnticipate future business needs and actively participate in talent acquisition.\n\nShare value-add initiatives and best practices across various operational teams.\n\nAdopt and implement industry best practices across processes and business verticals.\n\nDrive process enhancements to boost overall revenue growth.\n\nManage revenue forecasting and financial tracking.\n\nOversee contractual agreements and statement of work compliance.\n\nCustomer Relationship Management:\nNurture client relationships through clear, consistent communication and regular weekly/monthly business reviews.\n\nCollaborate with customers to resolve operational challenges and Critical to Quality (CTQ) delivery issues.\n\nLead client meetings to proactively identify risks and mitigate potential issues.\n\nManage and resolve customer escalations with urgency and thoroughness.\n\nIdentify innovative solution approaches to fulfill emerging client needs and enhance existing service offerings.\n\nAnalyze customer feedback periodically to drive action plans aimed at improving satisfaction scores.\n\nProcess Improvements and Adherence:\nEnsure strict adherence to organizational and industry compliance standards and quality benchmarks.\n\nInitiate and lead process improvement projects to elevate overall operational efficiency.\n\nIdentify and execute automation opportunities to streamline operational tasks.\n\nProject Control, Management and Review / Program delivery:\nGuide the team to meet process SLAs, productivity goals, and quality targets within defined timelines.\n\nMaintain robust documentation and manage seamless knowledge transfer according to project timelines.\n\nPartner with internal support functions to secure necessary IT/infrastructure tools and ensure zero downtime.\n\nPlan for infrastructure and resource requirements in alignment with projected business growth.\n\nOptimize resource utilization and schedule end-to-end operational workflows.\n\nForecast staffing needs based on volume projections and headcounts, ensuring efficient work allocation.\n\nPerform forward-looking strategic planning across process delivery, team development, and client engagement.\n\nDevelop toolings, workflow enhancements, and operational frameworks.\n\nFoster a culture of proactive risk identification and mitigation across operations.\n\nPeople/Team:\nProvide clear leadership, mentorship, and career guidance to team members.\n\nPromote continuous learning, upskilling, and knowledge management practices within the team.\n\nConduct performance appraisals and feedback cycles for direct reports.\n\nManage attrition risks through skip-level meetings, tailored engagement initiatives, and structured retention plans.\n\nIdentify training requirements for direct reports and ensure technical/domain skill gaps are addressed.\n\nParticipate in organization-wide initiatives including recruitment drives and leadership development programs.\n\nCascading leadership updates and strategic vision through regular team meetings and town halls.\n\nSkill Requirements\nEducation: Bachelor's degree required; Master's/Postgraduate degree preferred.\nOther Requirements","description_format":"text","description_chars":5652,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Professional Services","Science & Engineering","Systems Integrators"],"lifecycle":[{"event":"open","at":"2026-10-29T15:01:30Z"}],"visa":[],"liveness":{"score":99,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.993,"p_room":1,"age_days":0,"expected_fill_days":25,"reasons":["conf:4","wave","velocity","win:early","comp:brand"],"computed_at":"2026-10-30T05:48:23Z"},"pay":null,"html_url":"https://alion.io/job/hcltech-service-delivery-lead-6","json_url":"https://alion.io/job/hcltech-service-delivery-lead-6.json","meta":{"generated_at":"2026-10-30T06:00:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8305,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":225},"rest":"https://alion.io/mcp/rest/get_company?id=225"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhcltech-service-delivery-lead-6"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhcltech-service-delivery-lead-6"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhcltech-service-delivery-lead-6"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hcltech-service-delivery-lead-6\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhcltech-service-delivery-lead-6"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3464611}},{"tool":"search_jobs","arguments":{"company":"hcltech.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3464611},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}