Service Delivery Lead

Job Description

Service Delivery Lead

Capital District, Metro Manila

Job Summary

The role is responsible for developing and maintaining strong relationships with the Regional Leaders (Client and HCL stakeholders) within their area of responsibility through a structure of Operations Manager/s, Team Leaders and Hi Performance teams.

Key components of success will include:

• Delivering operational excellence - SLA's
• Escalation Management (Internal and External) and Customer Satisfaction
• Achievement of operational targets - KPI's
• Leadership and employee retention - Employee Satisfaction & Motivation
• Strong relationships (internally & externally) with senior leaders- 360degree feedback

Key Responsibilities

• Delivery & Operational Excellence

• Lead day-to-day operations to consistently achieve SLA, KPI, productivity, quality, customer experience, and business objectives.

• Own performance management across Customer Care teams.

• Identify emerging operational risks and implement mitigation plans.

• Drive Root Cause Analysis (RCA) and sustainable corrective actions for performance gaps.

• Ensure operational compliance with client, HCLTech, and regulatory requirements.

• Manage workforce utilization, staffing, schedule adherence, and productivity targets.

• Client Relationship Management

• Act as the primary client contact for operational matters.

• Participate in weekly and monthly governance meetings.

• Provide performance insights, operational updates, and action plans to client stakeholders.

• Manage escalations and ensure timely resolution of client concerns.

• Build trust and credibility through proactive communication and service excellence.

• People Leadership

• Lead Team Leaders, Assistant Managers, and support functions.

• Drive employee engagement, retention, and onsite culture initiatives.

• Conduct talent reviews, succession planning, and leadership development discussions.

• Ensure effective coaching and development plans for future leaders.

• Maintain high levels of employee satisfaction and organizational engagement.

• Continuous Improvement & Transformation

• Identify process improvement opportunities across operations.

• Drive Lean, Six Sigma, automation, and workflow optimization initiatives.

• Partner with support functions to improve efficiency and customer outcomes.

• Lead implementation of approved transformation initiatives.

• Measure and report realized business benefits from improvement programs.

• AI & Digital Enablement

• Champion adoption of Copilot, AI-assisted tools, and automation solutions.

• Identify operational use cases for AI and intelligent automation.

• Promote AI-enabled decision-making and productivity improvement.

• Support pilot programs and deployment of emerging technologies.

Ensure teams effectively leverage digital tools to improve performance and customer experience

Skill Requirements

• 8-12 years of BPO / Digital Process Operations experience.
• Minimum 3-5 years managing large customer care, shared services, or customer operations teams.
• Demonstrated ownership of SLA, KPI, Quality, Productivity, Cost, CSAT, and People Metrics.
• Experience supporting global clients, especially North American operations.
• Experience leading onsite and hybrid workforce models.
• Exposure to continuous improvement, automation, and process optimization initiatives.

Experience in presenting operational performance directly to client leadership.

Other Requirements

Skillset Needs

• Client Management

• Executive-level communication.

• Client relationship management.

• Governance preparation and facilitation.

• Escalation management.

• Business storytelling using operational data.

• Operations Excellence

• SLA and KPI management.

• Root Cause Analysis (RCA).

• Forecasting and workforce planning.

• Risk management.

• Change management.

• Financial and productivity management.

• Leadership

• Coaching and leadership development.

• Succession planning.

• Employee engagement.

• Performance management.

• Stakeholder influence.

• Technology & AI

• Working knowledge of:

• Generative AI

• Copilot platforms

• AI-enabled knowledge management

• Intelligent workflow automation

• Process mining

• Analytics platforms such as Power BI

• Ability to identify automation opportunities and create business cases for transformation.

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.