Job Description

HCL Technologies Ltd is hiring for SDL- Process Governance role for Noida location!!

Role Definition

Job Title: Service Delivery (E - 4/5)

The Service Delivery Manager oversees a number of key activities within the Engagement Performance Governance Team (PGT) that enable the delivery of a quality information to the Client. This position is a stakeholder facing role, and requires you to establish and manage expectations within the business and drive the PGT team to achieve those expectations to a high standard.


  • Supporting & being part of SLA Set-up process for all the tracks
  • Performance governance through tracking, RCA and Action tracking of all Service Levels & Business Metrics
  • Be accountable for the quality of Service and performance by taking ownership of all the activities performed by the team
  • Champion the Identification, tracking & Governance of Leading Indicators of SLAs & the Business Impacting Metrics
  • Alignment of Service Delivery processes to meet business needs
  • Maintain high performing service support functions
  • Owner of all Ad-hoc requests & accurate reporting
  • Owner of the escalation process of the Service Delivery
  • Ownership of the Performance Management tracking & effective communication to stakeholders
  • Monitor, control and support service delivery; ensuring methodologies and procedures are in place and followed
  • Drive internal and client review meetings covering performance improvements
  • Team up-skilling to ensure ESAT & functional performance improvement
  • Performance & Quality
  • Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
  • Work with internal and client teams to ensure actions are taken and completed to protect and improve services
  • Provide regular and accurate management reporting on Service performance
  • Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment
  • Effective communication and build relationships with other teams to ensure Service Performance delivery

Qualities and Skills required


  • Able to demonstrate the ability to undertake the above responsibilities
  • A passion for Service Improvement
  • Experienced Service Management professional with minimum 5 years' experience in Performance Management
  • LSS Certified MBB/BB
  • Experience of managing 3rd parties and 3rd party delivered services
  • Excellent leadership and people management skills
  • Excellent written and verbal communication skills
  • Willingness to support and mentor junior staff
  • Excellent customer facing/customer service skills
  • Able to work under pressure and meet deadlines
  • Able to demonstrate a high degree of flexibility including shift and out of hours working
  • Excellent organizational skills
  • Able to manage sensitive and sometimes confidential information
  • Self-motivation and able to take responsibility
  • Able to manage and prioritize, the tasks and time, efficiently
  • Able to demonstrate initiative and a proactive approach to daily tasks

This description reflects the core activities of the role but is not intended to be all-inclusive and other duties within the function may be required in addition to changes in the emphasis of duties as required from time to time. There is a requirement for the post holder to recognize this and adopt a flexible approach to work. Job descriptions can be reviewed regularly and where necessary revised in accordance with organizational needs.


Interested candidates can share their CV with me at

Salary: INR 25,00,000 - 30,00,000 PA.

Industry:IT-Software Software Services

Functional Area:Other

Employment Type:Full Time, Permanent