Sr Service Delivery Manager (DPO)

Job Summary

Strategic account leader capable of managing executive relationships, driving transformation, leading governance, influencing business decisions, and championing AI-led operating model evolution for the client.

MBA preferred.

Lean Six Sigma Black Belt or Green Belt.

COPC Practitioner/Leadership exposure.

AI/GenAI Transformation certification.

Advanced business analytics competency.

Key Responsibilities

Strategic Account Leadership

• Serve as a senior operational leader representing HCLTech to the client.
• Own delivery performance across multiple functions, programs, or business units.
• Drive alignment between business objectives, operational execution, and client expectations.
• Act as a trusted advisor to both client leadership and HCLTech executives.
• Ensure successful execution of strategic account priorities.

Executive Client Engagement & Governance

• Lead monthly, quarterly, and executive governance forums.
• Present operational performance, business insights, risks, and strategic recommendations.
• Drive customer satisfaction, relationship management, and long-term partnership growth.
• Manage critical escalations and executive-level issue resolution.
• Influence client decisions through data-driven recommendations and business cases.

Client governance expectations include performance management, SLA reviews, transformation reviews, customer satisfaction assessments, issue resolution, and strategic roadmap alignment.

Business & Financial Stewardship

• Own operational health, efficiency, and delivery profitability.
• Drive productivity improvement and cost optimization initiatives.
• Partner with finance and leadership teams on forecasting and business planning.
• Support contract compliance, business cases, and growth opportunities.
• Identify opportunities to expand scope, services, and transformational value.

Transformation Leadership

• Develop and execute multi-year transformation roadmaps.
• Drive modernization of operating models through automation, AI, analytics, and process redesign.
• Lead cross-functional transformation programs from ideation through execution.
• Quantify realized business value and financial impact from transformation investments.
• Sponsor innovation and continuous improvement initiatives across the account.

Talent & Organizational Leadership

• Lead multiple Operations Managers/Team Leaders and functional support teams.
• Build a high-performance leadership pipeline.
• Drive organizational readiness for business growth and transformation.
• Ensure succession plans are in place for key leadership positions.
• Foster a culture of accountability, innovation, collaboration, and continuous learning.

AI & Emerging Technology Leadership

• Serve as the account's transformation champion for AI-driven operations.
• Build and prioritize AI use cases aligned to client business challenges.
• Evaluate emerging technologies and assess business applicability.
• Partner with transformation, analytics, and technology teams to accelerate adoption.
• Lead change management strategies that improve AI utilization and workforce productivity.
• Ensure responsible AI governance, compliance, and risk management.

Executive Stakeholder Management

• Maintain strong relationships with:
• Client & HCLTech Delivery Leadership
• Transformation & Digital Teams
• HR, Finance, Recruitment, WFM, Quality, and Training Functions
• Act as the escalation point for strategic operational risks.
• Drive alignment between Manila delivery operations and global account strategy.

Skill Requirements

• 12-15+ years of operations leadership experience.
• Minimum 5+ years managing managers and multiple operations functions.
• Experience leading 200+ FTE operations organizations.
• Strong client-facing governance and commercial exposure.
• Demonstrated success managing:
• Business growth
• Transformation programs
• Multi-functional delivery teams
• Strategic client relationships
• Experience working directly with senior client stakeholders and leadership teams.

Executive Client Engagement

• Ability to engage Directors, VPs, and GBS leaders.
• Strategic relationship management.
• Commercial discussion support.
• Governance leadership.
• Executive presentation skills.
• Ability to influence client decisions without direct authority.

Client’s governance model heavily emphasizes relationship alignment, transformation strategy reviews, performance reviews, customer satisfaction reviews, growth updates, and continuous improvement programs.

Business Leadership

• P&L understanding & Revenue and margin awareness.
• Capacity planning & Workforce strategy.
• Risk governance.
• Organizational design.
• Business continuity planning.

Transformation Leadership

• Lead strategic transformation initiatives.
• Build operational road maps.
• Drive digitization and automation programs.
• Champion AI-enabled operating models.

Other Requirements

Additional Skillset Expectations- Given the client’s strategic direction and HCLTech’ s AI-first transformation agenda, these competencies are expected from the role:

• Generative AI fundamentals.
• Prompt engineering.
• Microsoft Copilot/Google Gemini or comparable ecosystem.
• AI governance and responsible AI practices.
• Data privacy and security awareness.
• Predictive analytics.
• AI business case creation.
• AI-led productivity improvement programs.
• Transformation governance.
• AI adoption and change management.

Leaders should be able to translate operational problems into AI use cases rather than acting as technical developers.