Service Delivery Manager

HCLTech • IT Consulting & Digital Transformation • IT Outsourcing & Dedicated Teams • On-call duty • 2 days ago
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Salary
≈ $45k – $116k per year (Estimated)
Location
In office (Mexico)
Seniority
Staff · 15+ years exp

Confirmed on the employer's own hiring board on Oct 21, 2026. First seen by Alion on Oct 19, 2026.

Overview
Company
Impact
Profile match

HCLTech

HCLTech is a major Indian multinational information technology (IT) services and consulting company headquartered in Noida, Uttar Pradesh. Spun off from the original HCL Group in 1991, it ranks as one of India's largest technology companies alongside firms like TCS, Infosys, and Wipro.
hcltech.com • HQ: Noida, India • Systems Integrators • IT Consulting & Digital Transformation • IT Outsourcing & Dedicated Teams • 5000+ employees • Est. 1976
Tech stack of HCLTech

Job Summary

The Global Service Desk Operations Manager (E4.2) is responsible for leading a 24x7 global service desk organization supporting multiple geographies, business units, and languages. The role owns operational performance, customer satisfaction, service transformation, financial governance, workforce management, automation initiatives, and stakeholder engagement while ensuring delivery of IT support services aligned with business objectives and contractual commitments.

Key Responsibilities

ITIL Service Management

  • ServiceNow / Enterprise ITSM Platforms
  • Digital Workplace Services
  • Microsoft 365 Environment
  • Incident, Problem & Change Management
  • Knowledge Management
  • Service Desk Automation & AI
  • Workforce Management & Capacity Planning
  • Vendor & Partner Management
  • Customer Experience Management

Skill Requirements

Lead global Service Desk operations across multiple regions and delivery centers.

  • Define service vision, strategy, and roadmap aligned with customer and organizational objectives.
  • Ensure consistent service delivery across all locations, shifts, and support channels.
  • Act as the primary escalation point for critical service issues and customer concerns.

Other Requirements

15+ years IT Service Management experience.

  • 8+ years leading large-scale Service Desk operations.
  • Experience managing global delivery teams across multiple geographies.
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