Delivery Head
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About The Position
The Integrated Service Delivery Head at HCL Tech is a pivotal role responsible for overseeing the comprehensive delivery of IT services, including applications and infrastructure, to a designated client. This position requires a strong focus on ensuring seamless integration, operation, transformation, and support of IT services, which is essential for driving exceptional customer satisfaction and fostering robust client relationships. The ideal candidate will have a solid background in business support and a commitment to excellence in service delivery, ensuring that all aspects of service delivery align with client needs and industry standards. In this role, the Integrated Service Delivery Head will develop and implement strategies to ensure timely, efficient, and effective service delivery. This includes monitoring and managing service levels, performance metrics, and adherence to service level agreements (SLAs) and Statements of Work (SOW). The candidate will continually review service delivery processes, working with various lines of business to define and implement continuous service improvement initiatives. Identifying and mitigating potential risks related to service delivery and client satisfaction will also be a key responsibility, along with developing contingency plans to address service disruptions or failures. Client management is another critical aspect of this role. The Integrated Service Delivery Head will serve as the primary delivery point of contact for the client, ensuring their needs and expectations are consistently met. This involves fostering a positive and productive relationship with the client, understanding their business requirements, and aligning IT services accordingly. The candidate will also be responsible for addressing and resolving any issues or escalations promptly to maintain high levels of client satisfaction. Leadership is a significant component of this position, as the Integrated Service Delivery Head will lead and mentor a global team of IT professionals, ensuring high performance and professional growth. The role requires coordination with different lines of business to ensure cohesive service delivery and managing end-to-end P&L to support sales growth plans. The candidate will also be expected to leverage service lines in collaboration with sales to bring innovation and transformation to operations, generating value for the client.
