{"id":1759847,"url":"https://alion.io/job/hcltech-sr-service-delivery-manager-dpo","title":"Sr 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":"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":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Copilot","optional":false},{"name":"Gemini","optional":false},{"name":"Prompt Engineering","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-03T12:16:07Z","employer_posted_date":"2026-10-03","last_verified_at":"2026-10-20T08:39:52Z","board_verified":true,"closed_at":null,"days_open":16,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":16},"description":"Job Summary\nStrategic account leader capable of managing executive relationships, driving transformation, leading governance, influencing business decisions, and championing AI-led operating model evolution for the client.\nMBA preferred.\nLean Six Sigma Black Belt or Green Belt.\nCOPC Practitioner/Leadership exposure.\nAI/GenAI Transformation certification.\nAdvanced business analytics competency.\nKey Responsibilities\nStrategic Account Leadership\nServe as a senior operational leader representing HCLTech to the client.\nOwn delivery performance across multiple functions, programs, or business units.\nDrive alignment between business objectives, operational execution, and client expectations.\nAct as a trusted advisor to both client leadership and HCLTech executives.\nEnsure successful execution of strategic account priorities.\nExecutive Client Engagement & Governance\nLead monthly, quarterly, and executive governance forums.\nPresent operational performance, business insights, risks, and strategic recommendations.\nDrive customer satisfaction, relationship management, and long-term partnership growth.\nManage critical escalations and executive-level issue resolution.\nInfluence client decisions through data-driven recommendations and business cases.\nClient governance expectations include performance management, SLA reviews, transformation reviews, customer satisfaction assessments, issue resolution, and strategic roadmap alignment.\nBusiness & Financial Stewardship\nOwn operational health, efficiency, and delivery profitability.\nDrive productivity improvement and cost optimization initiatives.\nPartner with finance and leadership teams on forecasting and business planning.\nSupport contract compliance, business cases, and growth opportunities.\nIdentify opportunities to expand scope, services, and transformational value.\nTransformation Leadership\nDevelop and execute multi-year transformation roadmaps.\nDrive modernization of operating models through automation, AI, analytics, and process redesign.\nLead cross-functional transformation programs from ideation through execution.\nQuantify realized business value and financial impact from transformation investments.\nSponsor innovation and continuous improvement initiatives across the account.\nTalent & Organizational Leadership\nLead multiple Operations Managers/Team Leaders and functional support teams.\nBuild a high-performance leadership pipeline.\nDrive organizational readiness for business growth and transformation.\nEnsure succession plans are in place for key leadership positions.\nFoster a culture of accountability, innovation, collaboration, and continuous learning.\nAI & Emerging Technology Leadership\nServe as the account's transformation champion for AI-driven operations.\nBuild and prioritize AI use cases aligned to client business challenges.\nEvaluate emerging technologies and assess business applicability.\nPartner with transformation, analytics, and technology teams to accelerate adoption.\nLead change management strategies that improve AI utilization and workforce productivity.\nEnsure responsible AI governance, compliance, and risk management.\nExecutive Stakeholder Management\nMaintain strong relationships with:\nClient & HCLTech Delivery Leadership\nTransformation & Digital Teams\nHR, Finance, Recruitment, WFM, Quality, and Training Functions\nAct as the escalation point for strategic operational risks.\nDrive alignment between Manila delivery operations and global account strategy.\nSkill Requirements\n12-15+ years of operations leadership experience.\nMinimum 5+ years managing managers and multiple operations functions.\nExperience leading 200+ FTE operations organizations.\nStrong client-facing governance and commercial exposure.\nDemonstrated success managing:\nBusiness growth\nTransformation programs\nMulti-functional delivery teams\nStrategic client relationships\nExperience working directly with senior client stakeholders and leadership teams.\nExecutive Client Engagement\nAbility to engage Directors, VPs, and GBS leaders.\nStrategic relationship management.\nCommercial discussion support.\nGovernance leadership.\nExecutive presentation skills.\nAbility to influence client decisions without direct authority.\nClient’s governance model heavily emphasizes relationship alignment, transformation strategy reviews, performance reviews, customer satisfaction reviews, growth updates, and continuous improvement programs.\nBusiness Leadership\nP&L understanding & Revenue and margin awareness.\nCapacity planning & Workforce strategy.\nRisk governance.\nOrganizational design.\nBusiness continuity planning.\nTransformation Leadership\nLead strategic transformation initiatives.\nBuild operational road maps.\nDrive digitization and automation programs.\nChampion AI-enabled operating models.\nOther Requirements\nAdditional Skillset Expectations- Given the client’s strategic direction and HCLTech’ s AI-first transformation agenda, these competencies are expected from the role:\nGenerative AI fundamentals.\nPrompt engineering.\nMicrosoft Copilot/Google Gemini or comparable ecosystem.\nAI governance and responsible AI practices.\nData privacy and security awareness.\nPredictive analytics.\nAI business case creation.\nAI-led productivity improvement programs.\nTransformation governance.\nAI adoption and change management.\nLeaders should be able to translate operational problems into AI use cases rather than acting as technical 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