Service Delivery Manager (DPO)

Job Description

Service Delivery Manager (DPO)

Hyderabad, Telangana

Job Summary

EDUCATION

• Bachelor's degree B. Com/M. Com/MBA (Finance only)

EXPERIENCE

• 10-12 years of experience in Order-to-Cash (OTC) billing, including dispute resolution.
• Strong working knowledge with SAP or any billing related ERP system
• 5+ years of team management experience with a minimum span of 20-25 resources
• Exposure to managing Utility Clients will be an added advantage

Key Responsibilities

• Proficient in MS Office (Excel, Word, PowerPoint), with strong analytical skills.
• Strong customer-centric approach with focus on service excellence.
• Ability to quickly adapt to new processes and systems
• Excellent multitasking, prioritization, and problem-solving skills.
• Strong organizational, time management, and stakeholder management abilities.
• Effective communication skills with the ability to collaborate across teams and influence outcomes.

Skill Requirements

• Lead to a team of Billing specialists and ensure end to end ownership of Billing Operations
• Ensure team adherence to KPIs, SLAs on a daily, weekly and monthly basis
• Drive team productivity as outlined in the performance scorecard
• Manage staffing requirements daily based on volume inflow
• Ensure timely and accurate invoice submission by Billing Specialist in line with contractual obligations
• Act as the primary escalation point for unresolved issues, providing guidance and resolution support to the team.
• Analyse, review, and approve billing adjustments and corrections to ensure accurate invoicing.
• Identify and drive process improvements, automation opportunities in existing processes
• Drive employee engagement and development initiatives for the team
• Ensure team attrition is effectively managed to avoid any service delivery impact

Other Requirements

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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.