Service Delivery Director
HCL Technologies Limited
Job Description – Service Delivery Manager (SDM)
We are looking for an experienced Service Delivery Manager (SDM) to drive end-to-end delivery governance, stakeholder management, and continuous improvement across engagements. The role focuses on ensuring delivery excellence, process standardization, team scalability, and successful execution of transformation and automation initiatives.
Key Responsibilities
- Product Engineering Coordination: collaborate with Product Engineering teams (SM, PO, Tech Leads) on capacity planning, demand forecasting, estimation for new initiatives, roadmap alignment, and ensure coordination between QA, product, and engineering teams.
- Delivery Governance & Communication: drive delivery governance framework, structured status reporting, stakeholder updates, executive communication, risk escalation, and maintain regular cadence.
- Process Excellence & Standardization: establish best practices, QA standards, enforce governance, track KPIs, SLAs, knowledge management, and conduct audits.
- Team Capability & Scalability: mentor, upskill, cross‑skill, plan capacity, allocate resources, align bench, plan succession, and manage workforce continuity.
- Stakeholder Alignment & Continuous Feedback: conduct sync‑ups with SMEs, product managers, and technical stakeholders; align priorities, deliverables, and quality expectations; drive feedback loops for delivery improvement.
- Risk Management & Delivery Continuity: manage delivery risks, dependencies, mitigation; conduct sprint‑level risk assessments; plan contingency to ensure continuity.
- Transformation & Governance Initiatives: monitor transformation initiatives, validate TestRail, update Confluence, track SLA compliance, and drive adoption of new tools and frameworks.
- Automation Acceleration: drive automation adoption strategy, set targets, conduct weekly connects with SDETs and QE teams, identify risks and collaborate with Hub/CoE for resolution.
Operational Responsibilities
- Maintain cadence with Product Engineering (SM, PO), review test plans, distribution, and reviews, and publish test reports and portfolio‑level summaries.
- Monitor Jira boards, sprint progress, defect RCA, SLA compliance, and QE productivity metrics.
- Manage team leave calendar, update knowledge repositories, and support roadmap planning and standardization.
Required Skills & Competencies
- Strong experience in service delivery & governance (QA / IT / Digital programs).
- Stakeholder management, executive communication, and reporting expertise.
- Deep understanding of Agile/SAFe, DevOps, and QA lifecycle.
- Experience in KPI/SLA management and reporting tools (Jira, TestRail, Confluence).
- Strong leadership, risk management, and decision‑making skills.
Other Experience Requirements
- 12+ years of experience in IT / Quality Engineering / Delivery.
- 5+ years in Service Delivery / Program / Test Management roles.
Key Deliverables
- Delivery governance dashboards and SLA reports.
- Executive and stakeholder status reports.
- Automation and transformation tracking reports.
- Capacity and resource plans.
- Risk mitigation and RCA reports.
- Portfolio‑level delivery summaries.
Benefits
- Industry‑benchmarked compensation.
- Best‑in‑class healthcare benefits.
- Personal time off.
- Maternity and paternity benefits.
- Access to skills / higher education programs/resources.
- Discounts on products and services via Benefit Box.
- Participate in CSR programs and live life with a purpose.
- Opportunities to grow and advance your career.
Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.
#J-18808-LjbffrVacancy posted 7 days ago
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