{"id":2995144,"url":"https://alion.io/job/hcltech-service-delivery-manager-dfs-10","title":"Service Delivery Manager (DFS)","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":"Product","role_family":"Product","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":["Chennai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":18000,"max_usd":41000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":9},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"GCP","optional":false},{"name":"Hyper-V","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Linux","optional":false},{"name":"Service Desk","optional":false},{"name":"SharePoint","optional":false},{"name":"VMWare","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-21T10:48:49Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-24T17:33:32Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Job Summary\nThe Service Delivery Manager (SDM) is responsible for end-to-end service delivery of IT Infrastructure services, ensuring operational excellence, SLA compliance, customer satisfaction, governance, and continuous service improvement. The role involves managing cross-functional infrastructure teams supporting technologies such as Service Desk, End User Computing, Network, Server, Cloud, Collaboration, Security, and Data Center operations.\nThe SDM acts as the primary interface between the customer, operations teams, and leadership, driving service stability, transformation initiatives, and business value realization.\nKey Responsibilities\nService Delivery Management\nOwn end-to-end delivery of infrastructure managed services.\nEnsure adherence to agreed SLAs, KPIs, OLAs, and contractual commitments.\nMonitor service performance and drive improvements to achieve delivery excellence.\nManage service reviews, governance meetings, and customer engagements.\nEnsure timely resolution of incidents, service requests, problems, and escalations.\nCustomer & Stakeholder Management\nServe as the primary customer-facing delivery lead.\nBuild and maintain strong relationships with customer stakeholders.\nPresent operational reports, service performance dashboards, and improvement plans.\nManage customer escalations and ensure satisfactory resolution.\nOperational Governance\nDrive Incident, Problem, Change, Capacity, Availability, and Service Level Management processes.\nConduct service reviews and operational governance meetings.\nEnsure compliance with ITIL best practices and organizational policies.\nIdentify risks and implement mitigation plans.\nTeam & Resource Management\nLead geographically distributed infrastructure support teams.\nManage workforce planning, utilization, and skill development.\nConduct performance reviews, mentoring, and coaching.\nDrive employee engagement and retention initiatives.\nFinancial & Commercial Management\nManage account profitability and cost optimization initiatives.\nTrack revenue, margin, billing, and effort utilization.\nSupport forecasting, budgeting, and business planning activities.\nIdentify opportunities for service expansion and value creation.\nContinuous Service Improvement\nDrive automation, standardization, and process optimization initiatives.\nIdentify opportunities for operational efficiency and cost savings.\nImplement transformation initiatives aligned with customer objectives.\nPromote innovation and digital workplace modernization programs.\nCompliance & Risk Management\nEnsure adherence to security, audit, and compliance requirements.\nManage business continuity and disaster recovery readiness.\nTrack and mitigate operational and delivery risks.\nTechnical Exposure\nGood understanding of one or more of the following infrastructure domains:\nService Desk & End User Services\nWindows & Linux Server Administration\nAzure, AWS, or GCP Cloud Services\nNetwork & Security Operations\nActive Directory, Office 365, Exchange\nCollaboration Platforms (Teams, SharePoint)\nVirtualization Technologies (VMware, Hyper-V)\nStorage & Backup Technologies\nMonitoring & ITSM Tools\nSkill Requirements\nITIL Foundation/Intermediate CertificationStrong customer relationship managementInfrastructure operations managementService governance and SLA managementPeople management and leadershipFinancial and commercial acumenRisk and escalation managementExcellent communication and presentation skills\nOther Requirements\nITIL V4 Foundation/Managing ProfessionalPMP / PRINCE2Azure Administrator / Azure Solutions ArchitectAWS Certified ProfessionalServiceNow Certifications\nSLA AchievementCustomer Satisfaction (CSAT)Service AvailabilityIncident ReductionEscalation ManagementTeam UtilizationAutomation Benefits DeliveredRevenue & Margin ComplianceAudit & Compliance Adherence","description_format":"text","description_chars":3814,"description_truncated":false,"requirements":{"experience_years_min":null,"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":"2026-10-21T10:48:49Z"}],"visa":[],"liveness":{"score":99,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.993,"p_room":1,"age_days":2,"expected_fill_days":23,"reasons":["conf:2","wave","velocity","win:early","comp:brand"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/hcltech-service-delivery-manager-dfs-10","json_url":"https://alion.io/job/hcltech-service-delivery-manager-dfs-10.json","meta":{"generated_at":"2026-10-24T19:04:00Z","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":27928,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"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-dfs-10"},{"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-dfs-10"},{"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-dfs-10"},{"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-dfs-10\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhcltech-service-delivery-manager-dfs-10"}]}