Service Delivery Director

Job Description

Service Delivery Director

Noida, Uttar Pradesh

Job Summary

This role is accountable for driving operational excellence, ensuring client commitments are consistently met, and embedding a culture of continuous improvement across delivery teams. The individual leads escalation management, fosters innovation, and utilizes data-driven insights to optimize service quality and operational efficiency. They play a pivotal role in aligning operational performance with strategic business objectives while maintaining a proactive, solution-focused approach.

Key Responsibilities

ROLE OVERVIEW

We are seeking an experienced Program Manager to lead large-scale Transition and Transformation initiatives across Infrastructure and Application Services. The role requires strong delivery leadership, executive stakeholder engagement, commercial awareness, and the ability to drive complex, multi-workstream programs to measurable business outcomes.

Key Responsibilities

Program Leadership & Governance

• Lead end-to-end delivery of complex Transition and Transformation programs across Infrastructure and Applications.
• Manage scope, schedules, budgets, resources, risks, dependencies, milestones, deliverables, and benefits realization.
• Track performance against approved baselines and drive timely corrective actions.
• Ensure delivery aligns with contractual commitments, business objectives, and governance standards.

Stakeholder & Executive Management

• Build trusted relationships across customers, partners, vendors, and internal teams.
• Provide clear program reporting, strategic recommendations, and decision support to CXO-level stakeholders.
• Lead steering committees, governance reviews, and stakeholder workshops.

Team Leadership

• Lead and motivate geographically distributed, cross-functional teams.
• Create a culture of accountability, collaboration, innovation, and continuous improvement.
• Mentor Project Managers and remove delivery roadblocks.

Transition & Transformation Delivery

• Lead service transitions, modernization initiatives, cloud programs, application transformations, cutovers, migrations, stabilization, and operational readiness.
• Drive measurable service improvements and business value across multi-vendor environments.

Key Responsibilities (continued)

Commercial, Financial & Growth Support

• Manage program budgets, forecasts, resource plans, financial performance, and P&L considerations.
• Understand and manage Statements of Work, contractual obligations, commercial constructs, and change requests.
• Support regional RFP, RFI, and RFQ responses, solution workshops, effort estimates, staffing plans, and proposal development.

Digital, Agile & AI-Enabled Delivery

• Promote Agile, Waterfall, and Hybrid delivery practices appropriate to the engagement.
• Apply GenAI and automation to improve planning, reporting, governance, risk analysis, knowledge management, and team productivity.
• Stay current with emerging technologies, delivery methods, and industry trends.

Required Experience & Knowledge

• 20+ years of Project and Program Management experience, including leadership of large-scale Transition and Transformation programs.
• Proven experience managing global, cross-functional teams and multiple concurrent workstreams.
• Strong command of project fundamentals including scope, deliverables, milestones, baselines, critical paths, RAID, change control, financials, and benefits tracking.
• Sound understanding of Infrastructure Services including Data Centre, Cloud, Network, Cyber Security, Digital Workplace, and IT Service Management.
• Understanding of enterprise Applications, ERP and non-ERP solutions, SDLC, application modernization, and integration programs.
• Industry and domain awareness across diverse enterprise environments.

Tools & Delivery Methods

Planning & Collaboration

Microsoft Project (MPP), Jira, Confluence, Microsoft Office

Platforms & Reporting

ServiceNow, Power BI and Azure DevOps (preferred)

Ways of Working

Agile, Waterfall and Hybrid delivery methods

Qualifications

MANDATORY

• PMP certification
• Bachelor's degree in IT, Engineering, Business, or a related discipline

PREFERRED

PgMP, PRINCE2, SAFe, Scrum Master, ITIL, or relevant Cloud certification.

Key Competencies

Program & Portfolio Management

Executive Stakeholder Management

Commercial & Financial Acumen

Transition & Transformation Leadership

Governance, Risk & Reporting

Team Leadership & Coaching

Negotiation & Influencing

AI-Enabled Project Management

Skill Requirements

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Other Requirements

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Apply now

Information at a Glance

Why HCLTech?

At HCLTech, youll supercharge your potential. Youll find your career. And youll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.