{"id":2738578,"url":"https://alion.io/job/hcltech-service-delivery-manager-dfs-7","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":["Stockholm, Sweden"],"countries":["SE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":69000,"max_usd":176000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":989},"experience_years_min":12,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Self-Healing","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Agile","optional":true},{"name":"AIOps","optional":true},{"name":"Error Budget","optional":true},{"name":"Incident Management","optional":true},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-10-16T19:53:36Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-19T01:04:42Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Job Summary\nJob Description - Customer Success Manager (CSM) - Site Reliability Engineering (SRE) Role Summary The Customer Success Manager (CSM) is responsible for ensuring successful delivery of SRE services across assigned value streams and business units. The role acts as the primary tactical interface between customer stakeholders, Value Stream Managers, and SRE teams, driving operational excellence, service reliability, customer satisfaction, and continuous improvement. The CSM is accountable for service performance, governance, risk management, escalations, SLA/SLO achievement, and realization of reliability engineering outcomes. The role ensures alignment between business priorities and operational execution while fostering a culture of accountability, collaboration, and continuous improvement\nKey Responsibilities\nKey Responsibilities Service Delivery & Customer Success\nOwn end-to-end performance of assigned SRE service streams.\nEnsure delivery of agreed service levels, reliability targets, and customer outcomes.\nAct as the primary tactical point of contact for customer stakeholders.\nDrive customer satisfaction through proactive engagement and service excellence.\nCoordinate service recovery activities during major incidents and business-impacting events. Service Performance Management\nMonitor and manage portfolio performance against SLAs, SLIs, SLOs, Error Budgets, and operational KPIs.\nReview service health using Golden Signals, incident trends, availability, resiliency, and performance metrics.\nEnsure operational risks are identified, tracked, and mitigated.\nDrive achievement of service commitments and reliability objectives. Governance & Stakeholder Management\nLead weekly operational governance and monthly service review forums.\nProvide consolidated service reporting and executive updates.\nManage stakeholder communications, escalations, risks, and action plans.\nEnsure decisions, actions, and service improvements are tracked to closure.\nBuild trusted relationships with Delivery Units, DPOs, DPAOs, and platform teams. Incident, Problem & Risk Management\nOversee management of Major Incidents and customer escalations.\nEnsure timely RCA completion and preventive action implementation.\nDrive problem management and recurring incident reduction initiatives.\nManage service risks, dependencies, and mitigation plans.\nEscalate critical business risks appropriately and proactively. Continuous Improvement & Reliability Engineering\nDrive Service Improvement Plans (SIPs) across the portfolio.\nPromote adoption of SRE practices, observability, and reliability engineering principles.\nIdentify opportunities for automation, self-healing, toil reduction, and operational optimization.\nEnsure continuous improvements contribute to service stability, customer experience, and business outcomes. Operational Governance\nGovern: o Reliability & Performance o Incident & Problem Management o Change & Release Readiness o Capacity & Demand Management o Security & Compliance o Lifecycle & Technical Debt Management o Service Continuity & Disaster Recovery Readiness\nEnsure governance actions translate into measurable service improvements. Leadership & Collaboration\nProvide leadership to Value Stream Managers and support teams.\nFoster a One-Team culture across customer, supplier, and technology organizations.\nDrive accountability for delivery commitments and service outcomes.\nMentor teams on customer-centric and reliability-focused ways of working.\nSkill Requirements\nPreferred Skills Service Management\nITIL Foundation / ITIL Managing Professional\nIncident, Problem, Change & Service Level Management\nService Governance\nOperational Risk Management SRE & Reliability\nSite Reliability Engineering\nSLO / SLI / Error Budget Management\nObservability & Monitoring Platforms\nReliability Metrics & Golden Signals\nMajor Incident Management Leadership & Business\nCustomer Relationship Management\nExecutive Communication\nStakeholder Management\nGovernance & Reporting\nConflict Resolution & Negotiation Transformation\nAutomation & AIOps\nService Improvement Programs\nCloud Operations\nDevOps & Agile Delivery\nOther Requirements\nRequired Experience\n12+ years of experience in IT Operations, Application Services, Managed Services, Service Delivery, or Site Reliability Engineering.\n3-5+ years in Service Delivery Management, Customer Success, Operations Management, or Governance roles.\nExperience managing large enterprise application portfolios.\nStrong understanding of operational governance and service management frameworks.\nExperience handling executive stakeholder interactions and customer escalations.\nKey Deliverables\nWeekly Service Operations Reviews\nMonthly Service Governance Reviews\nExecutive Service Performance Reports\nService Improvement Plans (SIPs)\nRisk & Escalation Registers\nMajor Incident Reviews\nReliability & SLO Performance Dashboards\nCustomer Satisfaction Improvement Plans\n________________________________________\nSuccess Measures (KPIs)\nCustomer Satisfaction (CSAT)\nSLA Achievement\nSLO Attainment\nService 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