{"id":1671411,"url":"https://alion.io/job/hcltech-service-delivery-manager-dpo","title":"Service Delivery Manager (DPO)","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":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":19000,"max_usd":49000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1088},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Copilot","optional":false},{"name":"Power BI","optional":false}],"status":"live","first_seen_at":"2026-10-02T06:51:38Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-24T13:04:26Z","board_verified":true,"closed_at":null,"days_open":22,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":22},"description":"Job Summary\nThe role is responsible for developing and maintaining strong relationships with the Regional Leaders (Client and HCL stakeholders) within their area of responsibility through a structure of Operations Manager/s, Team Leaders and Hi Performance teams.\nKey components of success will include:\nDelivering operational excellence - SLA’s\nEscalation Management (Internal and External) and Customer Satisfaction\nAchievement of operational targets - KPI’s\nLeadership and employee retention - Employee Satisfaction & Motivation\nStrong relationships (internally & externally) with senior leaders- 360degree feedback\nKey Responsibilities\nKey Responsibilities\n Delivery & Operational Excellence\nLead day-to-day operations to consistently achieve SLA, KPI, productivity, quality, customer experience, and business objectives.\nOwn performance management across Customer Care teams.\nIdentify emerging operational risks and implement mitigation plans.\nDrive Root Cause Analysis (RCA) and sustainable corrective actions for performance gaps.\nEnsure operational compliance with client, HCLTech, and regulatory requirements.\nManage workforce utilization, staffing, schedule adherence, and productivity targets.\nClient Relationship Management\nAct as the primary client contact for operational matters.\nParticipate in weekly and monthly governance meetings.\nProvide performance insights, operational updates, and action plans to client stakeholders.\nManage escalations and ensure timely resolution of client concerns.\nBuild trust and credibility through proactive communication and service excellence.\nPeople Leadership\nLead Team Leaders, Assistant Managers, and support functions.\nDrive employee engagement, retention, and onsite culture initiatives.\nConduct talent reviews, succession planning, and leadership development discussions.\nEnsure effective coaching and development plans for future leaders.\nMaintain high levels of employee satisfaction and organizational engagement.\nContinuous Improvement & Transformation\nIdentify process improvement opportunities across operations.\nDrive Lean, Six Sigma, automation, and workflow optimization initiatives.\nPartner with support functions to improve efficiency and customer outcomes.\nLead implementation of approved transformation initiatives.\nMeasure and report realized business benefits from improvement programs.\nAI & Digital Enablement\nChampion adoption of Copilot, AI-assisted tools, and automation solutions.\nIdentify operational use cases for AI and intelligent automation.\nPromote AI-enabled decision-making and productivity improvement.\nSupport pilot programs and deployment of emerging technologies.\nEnsure teams effectively leverage digital tools to improve performance and customer experience\nSkill Requirements\nBackground, skills, experience and qualifications\n8-12 years of BPO / Digital Process Operations experience.\nMinimum 3-5 years managing large customer care, shared services, or customer operations teams.\nDemonstrated ownership of SLA, KPI, Quality, Productivity, Cost, CSAT, and People Metrics.\nExperience supporting global clients, especially North American operations.\nExperience leading onsite and hybrid workforce models.\nExposure to continuous improvement, automation, and process optimization initiatives.\nExperience in presenting operational performance directly to client leadership.\nOther Requirements\nOther Requirements\nRole specific competencies and requirements\nSkillset Needs\nClient Management\no Executive-level communication.\no Client relationship management.\no Governance preparation and facilitation.\no Escalation management.\no Business storytelling using operational data.\nOperations Excellence\no SLA and KPI management.\no Root Cause Analysis (RCA).\no Forecasting and workforce planning.\no Risk management.\no Change management.\no Financial and productivity management.\nLeadership\no Coaching and leadership development.\no Succession planning.\no Employee engagement.\no Performance management.\no Stakeholder influence.\nTechnology & AI\no Working knowledge of:\no Generative AI\no Copilot platforms\no AI-enabled knowledge management\no Intelligent workflow automation\no Process mining\no Analytics platforms such as Power BI\no Ability to identify automation opportunities and create business cases for 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