{"id":2811972,"url":"https://alion.io/job/hcltech-service-delivery-manager-dfs-9","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":["United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":69000,"max_usd":124000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":64},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-18T09:46:44Z","employer_posted_date":"2026-10-18","last_verified_at":"2026-10-22T20:04:58Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Job Summary\nJob Summary The primary function of the IT Service Delivery Manager is to manage and direct the Support IT staff for the Contact Centers in his/her designated region. The IT Service Delivery Manager is the primary contact for all aspects of business as-usual IT service delivery within the designated region or country. Also acts as a key interface between IT & Operations in the support of all business growth. The IT Service Delivery Manager is responsible for virtual and brick and mortar site IT infrastructure, personnel & business continuity of critical technology services within the designated region or country. Responsibilities\nThe primary job function of the SDM is to manage and direct the Support IT staff in their designated region\nThe SDM acts single contact point between Operations & IT within the designated region or country.\nManages relationships with Site Directors and Virtual Operations Directors\nKeeps abreast of company’s regional business & plans by attending & participating in relevant site operational management meetings\nThe SDM develops IT knowledge:\nKeeps employees involved in service delivery informed of relevant Client objectives, activities & developments so that all employees can add value to the core business. This includes (but is not limited to) meetings, briefings, training, and actively involving other employees in direct dealings with the internal Clients.\nKeeps abreast of internal & external technological developments, discussing these with Operations in order to identify those which may have practical application. Must also keep up to date with statutory government or industry policy & legislation which may affect the company.\nHelps develop the competence of employees in the coordination and support of IT from the operations side. To include; creating an IT literate internal client, who will contribute to the appropriate collaboration with IT & the management of external Client expectations & perceptions Responsibilities (continued)\nThe SDM delivers excellence in the services & in particular:\nIs the 1st point of escalation for critical operational and IT service delivery issues.\nOversees all P1 & P2 incidents with their region or country, and ensures they are managed through to early resolution.\nEnsures that Site IT resources are motivated & coordinated in order to respond to Client needs.\nCoordinates with all parties to ensure the smooth introduction of new services & campaigns;\nReviews the impact of new & upgraded services & ensure that they are introduced smoothly;\nAssists the SDD with site IT business continuity & the management with the business of any incident escalations that affect our ability to pursue our business objectives.\nEnsure that processes around Change Management, Business Risk & Contingency planning are enforced.\nPartners with Global Solutions in supporting to document and build solutions relevant to existing and new client requirements.\nWorks with the IT Security and Compliance teams in ensuring that all security policies & future requirements of the business and/or clients are satisfactorily addressed & that central services are developing & delivering services in a compliant manner. Responsibilities (continued)\nThe SDM ensures that services are monitored against the agreed service level performance.\nManages the introduction of local Service Level Agreements (SLA’s) including ongoing changes and delivery of services to the sites within the assigned region.\nIs responsible for managing customer satisfaction, reporting on a regular basis the performance of the services against the ap\nKey Responsibilities\nJob Summary The primary function of the IT Service Delivery Manager is to manage and direct the Support IT staff for the Contact Centers in his/her designated region. The IT Service Delivery Manager is the primary contact for all aspects of business as-usual IT service delivery within the designated region or country. Also acts as a key interface between IT & Operations in the support of all business growth. The IT Service Delivery Manager is responsible for virtual and brick and mortar site IT infrastructure, personnel & business continuity of critical technology services within the designated region or country. Responsibilities\nThe primary job function of the SDM is to manage and direct the Support IT staff in their designated region\nThe SDM acts single contact point between Operations & IT within the designated region or country.\nManages relationships with Site Directors and Virtual Operations Directors\nKeeps abreast of company’s regional business & plans by attending & participating in relevant site operational management meetings\nThe SDM develops IT knowledge:\nKeeps employees involved in service delivery informed of relevant Client objectives, activities & developments so that all employees can add value to the core business. This includes (but is not limited to) meetings, briefings, training, and actively involving other employees in direct dealings with the internal Clients.\nKeeps abreast of internal & external technological developments, discussing these with Operations in order to identify those which may have practical application. Must also keep up to date with statutory government or industry policy & legislation which may affect the company.\nHelps develop the competence of employees in the coordination and support of IT from the operations side. To include; creating an IT literate internal client, who will contribute to the appropriate collaboration with IT & the management of external Client expectations & perceptions Responsibilities (continued)\nThe SDM delivers excellence in the services & in particular:\nIs the 1st point of escalation for critical operational and IT service delivery issues.\nOversees all P1 & P2 incidents with their region or country, and ensures they are managed through to early resolution.\nEnsures that Site IT resources are motivated & coordinated in order to respond to Client needs.\nCoordinates with all parties to ensure the smooth introduction of new services & campaigns;\nReviews the impact of new & upgraded services & ensure that they are introduced smoothly;\nAssists the SDD with site IT business continuity & the management with the business of any incident escalations that affect our ability to pursue our business objectives.\nEnsure that processes around Change Management, Business Risk & Contingency planning are enforced.\nPartners with Global Solutions in supporting to document and build solutions relevant to existing and new client requirements.\nWorks with the IT Security and Compliance teams in ensuring that all security policies & future requirements of the business and/or clients are satisfactorily addressed & that central services are developing & delivering services in a compliant manner. Responsibilities (continued)\nThe SDM ensures that services are monitored against the agreed service level performance.\nManages the introduction of local Service Level Agreements (SLA’s) including ongoing changes and delivery of services to the sites within the assigned region.\nIs responsible for managing customer satisfaction, reporting on a regular basis the performance of the services against the ap\nSkill Requirements\nJob Summary The primary function of the IT Service Delivery Manager is to manage and direct the Support IT staff for the Contact Centers in his/her designated region. The IT Service Delivery Manager is the primary contact for all aspects of business as-usual IT service delivery within the designated region or country. Also acts as a key interface between IT & Operations in the support of all business growth. The IT Service Delivery Manager is responsible for virtual and brick and mortar site IT infrastructure, personnel & business continuity of critical technology services within the designated region or country. Responsibilities\nThe primary job function of the SDM is to manage and direct the Support IT staff in their designated region\nThe SDM acts single contact point between Operations & IT within the designated region or country.\nManages relationships with Site Directors and Virtual Operations Directors\nKeeps abreast of company’s regional business & plans by attending & participating in relevant site operational management meetings\nThe SDM develops IT knowledge:\nKeeps employees involved in service delivery informed of relevant Client objectives, activities & developments so that all employees can add value to the core business. This includes (but is not limited to) meetings, briefings, training, and actively involving other employees in direct dealings with the internal Clients.\nKeeps abreast of internal & external technological developments, discussing these with Operations in order to identify those which may have practical application. Must also keep up to date with statutory government or industry policy & legislation which may affect the company.\nHelps develop the competence of employees in the coordination and support of IT from the operations side. To include; creating an IT literate internal client, who will contribute to the appropriate collaboration with IT & the management of external Client expectations & perceptions Responsibilities (continued)\nThe SDM delivers excellence in the services & in particular:\nIs the 1st point of escalation for critical operational and IT service delivery issues.\nOversees all P1 & P2 incidents with their region or country, and ensures they are managed through to early resolution.\nEnsures that Site IT resources are motivated & coordinated in order to respond to Client needs.\nCoordinates with all parties to ensure the smooth introduction of new services & campaigns;\nReviews the impact of new & upgraded services & ensure that they are introduced smoothly;\nAssists the SDD with site IT business continuity & the management with the business of any incident escalations that affect our ability to pursue our business objectives.\nEnsure that processes around Change Management, Business Risk & Contingency planning are enforced.\nPartners with Global Solutions in supporting to document and build solutions relevant to existing and new client requirements.\nWorks with the IT Security and Compliance teams in ensuring that all security policies & future requirements of the business and/or clients are satisfactorily addressed & that central services are developing & delivering services in a compliant manner. Responsibilities (continued)\nThe SDM ensures that services are monitored against the agreed service level performance.\nManages the introduction of local Service Level Agreements (SLA’s) including ongoing changes and delivery of services to the sites within the assigned region.\nIs responsible for managing customer satisfaction, reporting on a regular basis the performance of the services against the ap\nOther Requirements\nJob Summary The primary function of the IT Service Delivery Manager is to manage and direct the Support IT staff for the Contact Centers in his/her designated region. The IT Service Delivery Manager is the primary contact for all aspects of business as-usual IT service delivery within the designated region or country. Also acts as a key interface between IT & Operations in the support of all business growth. The IT Service Delivery Manager is responsible for virtual and brick and mortar site IT infrastructure, personnel & business continuity of critical technology services within the designated region or country. Responsibilities\nThe primary job function of the SDM is to manage and direct the Support IT staff in their designated region\nThe SDM acts single contact point between Operations & IT within the designated region or country.\nManages relationships with Site Directors and Virtual Operations Directors\nKeeps abreast of company’s regional business & plans by attending & participating in relevant site operational management meetings\nThe SDM develops IT knowledge:\nKeeps employees involved in service delivery informed of re...","description_format":"text","description_chars":14454,"description_truncated":true,"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":"2026-10-18T09:46:44Z"}],"visa":[],"liveness":{"score":99,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.993,"p_room":1,"age_days":3,"expected_fill_days":23,"reasons":["conf:3","wave","velocity","win:early","comp:brand"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/hcltech-service-delivery-manager-dfs-9","json_url":"https://alion.io/job/hcltech-service-delivery-manager-dfs-9.json","meta":{"generated_at":"2026-10-23T00:32:11Z","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":907,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"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-9"},{"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-9"},{"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-9"},{"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-9\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhcltech-service-delivery-manager-dfs-9"}]}