{"id":2633032,"url":"https://alion.io/job/hcltech-service-delivery-manager-dfs-6","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":"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":["Copenhagen, Denmark"],"countries":["DK"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":87000,"max_usd":222000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1088},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Scrum","optional":false},{"name":"Self-Healing","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Shift-Left","optional":false},{"name":"Shift-Left Security","optional":false}],"status":"live","first_seen_at":"2026-10-15T16:44:42Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-20T08:39:52Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Job Summary\nThe Product Owner for Global End User Experience is responsible for defining, driving, and executing the strategic vision for IT end-user support services delivered by the vendor to a multinational pharmaceutical enterprise. Operating at the intersection of human-centered service design, agile product management, and enterprise IT service delivery, this role transforms how tens of thousands of global pharma workers (commercial, R&D, clinical, manufacturing) receive and experience technical support across Service Desk and On-Site channels.\nKey Responsibilities\nProduct Vision & Strategic Roadmap:\nDefine and champion the multi-year experience roadmap for End User Services, harmonizing Global Service Desk (tier-1 remote/omnichannel) and local On-Site/Deskside support models.\nAlign the user experience strategy with the pharmaceutical client’s digital workplace goals, regulatory guardrails (GxP/validated systems), and productivity targets.\nEstablish Experience Level Agreements (XLAs) alongside traditional Service Level Agreements (SLAs).\nBacklog Management & Prioritization:\nBuild, groom, and ruthlessly prioritize the team product backlog based on business value, user sentiment, and operational friction points.\nTranslate broad business and operational needs into granular epics, user stories, journey maps, and measurable acceptance criteria.\nBalance feature innovation (e.g., self-healing automations, AI virtual agents, smart walk-up kiosks) with continuous service hygiene and technical debt reduction.\nCross-Functional Agile Execution:\nServe as the core Product Owner within a globally distributed delivery squad, steering sprint planning, daily standups, backlog refinement, sprint reviews, and retrospectives.\nAnchor agile ways of working within cross-functional teams spanning IT service engineers, workflow developers, knowledge managers, and operational leads.\nStakeholder Alignment & Communication:\nAct as the strategic liaison between vendor delivery leadership, client IT directors, site heads, and end-user community champions.\nPresent experience roadmaps, trade-offs, release outcomes, and sentiment metrics with clarity and executive poise.\nMaintain transparency across multi-tier vendor and client governance\nSkill Requirements\nStructured and Analytical:\nTranslates raw operational telemetry (ticket volumes, bounce rates, sentiment surveys, repeat contacts) into structured insights and prioritized user journey improvements.\nApplies structured problem-solving to isolate systemic friction across dispersed geographical hubs.\nClear and Confident Communicator:\nArticulates complex technical dependencies and service constraints in plain, compelling business language.\nCommands respect and builds trust across diverse audiences, from executive pharma leaders to frontline support agents.\nCollaborative and Team-Oriented:\nUnifies disparate functional groups-remote service desk analysts, local field technicians, software engineers, and process owners-around shared customer journeys.\nValues collective success over individual ownership, promoting cross-site knowledge sharing.\nMotivating and Inclusive:\nInspires high engagement across multicultural, globally distributed squads spanning multiple time zones.\nFosters psychological safety, actively encouraging input from all team tiers and championing inclusive design principles.\nEmpathetic and People-Focused:\nDemonstrates deep empathy for end users facing IT roadblocks in time-critical, high-stress pharma environments (e.g., lab scientists, clinical researchers, supply-chain staff).\nExhibits equal care for the well-being and tooling efficiency of frontline IT support specialists to reduce cognitive load and burnout.\nStrong Ability to Create Clarity in Complex Situations:\nDecouples convoluted enterprise constraints, legacy toolsets, and pharma compliance mandates into simple, actionable steps for the delivery team.\nNavigates ambiguity decisively during major incidents, vendor transitions, or operating model shifts.\nAdaptable and Curious:\nStays ahead of workplace technology trends, including conversational AI, predictive support, and omnichannel self-service.\nIterates quickly based on continuous user feedback and shifting enterprise priorities.\nOther Requirements\nExperience:\n5+ years of experience in product ownership, service design, or end-user computing (EUC) leadership within large-scale IT managed services.\nDemonstrated track record managing or partnering with Global Service Desk (GSD) and On-Site Support (OSS) in multi-vendor enterprise environments.\nExperience supporting a global pharmaceutical, life sciences, or heavily regulated industry (knowledge of GxP, validated environments, audit readiness, and data integrity).\nTechnical & Process Competencies:\nStrong working knowledge of enterprise ITSM platforms (ServiceNow, Jira Service Management) and modern workplace tech (Microsoft 365, Omnichannel telephony, Virtual Agents).\nCertified Scrum Product Owner (CSPO), Professional Scrum Product Owner (PSPO), SAFe POPM, or equivalent agile credential.\nWorking understanding of ITIL v4 and Experience Management frameworks (e.g., HappySignals, Nexthink, or similar XLA tooling). ________________________________________\nEnd-User & Supporter Satisfaction:\nSubstantial lift in end-user CSAT, eNPS, and XLA sentiment scores across all key global sites.\nMeasurable increase in frontline IT supporter satisfaction and retention by reducing manual toil and fragmented workflows.\nOperational Excellence & Friction Reduction:\nSignificant reduction in end-to-end IT process handle times and overall Mean Time to Resolve (MTTR).\nNoticeable improvement in First Time Resolution (FTR/FCR) rates via shift-left strategies, enhanced knowledge assets, and proactive incident remediation.\nSustained drop in escalation volume between tier-1 GSD, field services, and tier-3 application/infrastructure support teams","description_format":"text","description_chars":5915,"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":"2026-10-15T16:44:42Z"}],"visa":[],"liveness":{"score":98,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.975,"p_room":1,"age_days":4,"expected_fill_days":22,"reasons":["conf:2","wave","velocity","win:early","comp:brand"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/hcltech-service-delivery-manager-dfs-6","json_url":"https://alion.io/job/hcltech-service-delivery-manager-dfs-6.json","meta":{"generated_at":"2026-10-20T14:14:51Z","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":15983,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"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-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-manager-dfs-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-manager-dfs-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-manager-dfs-6\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhcltech-service-delivery-manager-dfs-6"}]}