{"id":2811941,"url":"https://alion.io/job/hcltech-service-delivery-manager-14","title":"Service Delivery Manager","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":"Solutions","role_family":"Solutions","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":["United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":69000,"max_usd":126000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":58},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-18T09:46:44Z","employer_posted_date":"2026-10-18","last_verified_at":"2026-10-19T13:38:07Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Job Summary\nROLE AND RESPONSIBILITIES\nThe role will report into the Customer Director for IBS and will be responsible for the following:\nKey Responsibilities\nCustomer\nAll BPO Contact Centre operations\nDelivering service excellence by meeting or exceeding all Client SLA’s\nAchieving call quality requirements\nActing as a role model and setting standards for the team in respect of being customer focused and treating customers fairly\nEmbedding a “right first time” mentality, and a “first time resolution” philosophy\nClient communication and relationship management as and when required\nParticipating in or leading new business bids\nOnboarding and managing new customers seamlessly as IBS wins new business\nLeading Client change projects that impact on Contact Centre operations\nPeople\nCoaching and development of Contact Centre Team Leaders\nManaging team in line with HCL HR policies\nEnsuring the team is always fully resourced with minimum attrition, sickness levels etc\nEnsuring the team is fully trained in order to deliver quality service, whilst meeting our regulatory requirements\nSkill Requirements\nTechnology\nMonitoring industry best practice in the Contact Centre environment, and produce business cases supporting change as appropriate\nMaintaining IBS’ telephony Disaster Recovery Plan\nEfficiency\nManaging within Contact Centre annual financial budget\nEnsuring team members are utilised to optimum levels, identifying savings as they become apparent\nTo be a key leader in the IBS transformation programme\nContractual & Commercial Awareness\nEnsuring contractual adherence at all times\nBeing commercially aware in order to manage costs and optimise revenue\nQUALIFICATIONS AND EDUCATION REQUIREMENTS\nPreferably degree / professional qualification, a minimum of 5 years internal IBS experience or 5 years expe-rience managing a Contact Centre of at least 50 seats ideally within the financial services industry.\nSkills/Knowledge/Experience\nKnowledge and experience of Contact Centre best practice (inc resource planning, knowledge man-agement & technology)\nResponsible for the guidance and development of your team so it is essential one is a good com-municator, able to inspire your team and spot potential. Man (or woman) management skills are a must.\nManagement is key\nBuild and maintain internal and external/sector-wide relationships\nSelf-motivator with the ability to work with ambiguity\nAbility to lead and motivate new teams quickly and effectively\nMentally agile and decisive - good numerical understanding and sound commercial judgment\nAble communicator. Persuasive and articulate, able to influence and negotiate as necessary\nUnderstands the risks faced by the team and the controls in place to manage and mitigate risks\nREQUIRED WORK EXPERIENCE:\nExperience of managing a UK-based Contact Centre of at least 50 seats is essential\nOther Requirements\nHOW MANY PEOPLE IS A CONTACT CENTRE MANAGER LIKELY TO MANAGE?\nAnything from 40 -100 direct and indirect (dependent on the size of business).","description_format":"text","description_chars":3006,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","IT Outsourcing & Dedicated Teams","Systems Integrators"],"lifecycle":[{"event":"open","at":"2026-10-18T09:46:44Z"}],"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":21,"reasons":["conf:4","wave","velocity","win:early","comp:brand"],"computed_at":"2026-10-19T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/hcltech-service-delivery-manager-14","json_url":"https://alion.io/job/hcltech-service-delivery-manager-14.json","meta":{"generated_at":"2026-10-19T14:51:45Z","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":10933,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"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-manager-14"},{"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-manager-14"},{"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-manager-14"},{"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-manager-14\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhcltech-service-delivery-manager-14"}]}