Service Delivery Manager

HCLTech is a global technology company, home to more than 227,000 people across 60 countries, delivering industry-leading capabilities centered around AI, digital, engineering, cloud and software, 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 & Services, Semiconductor, Telecom and Media, Retail and CPG, Mobility and Public Services. Consolidated revenues as of 12 months ending March 2026 totaled $14.7B.

Service Delivery Manager (remote in Poland)

Overview of the Role:

As a Service Delivery Manager specializing in Contact Center Solutions, you will play a pivotal role in ensuring operational excellence across global contact center platforms. You will collaborate with IT Operations, Business Functions, Delivery Groups, and external vendors to onboard new entities and optimize service delivery processes. Your leadership will be key in upholding compliance, implementing global standards, and supporting the transformation and integration of business operations, especially during significant organizational changes.

Detailed Responsibilities:

• Lead the end-to-end onboarding process for voice contact center services, including defining and administering operational processes, KPIs, and service levels.

• Prepare and manage contractual documentation related to contact center services.

• Actively engage in service management processes for assigned services, ensuring alignment with organizational goals.

• Participate in service-related meetings and performance reviews, focusing on achieving agreed deliverables and continuous improvement.

• Monitor, analyze, and report on service performance, identifying opportunities for optimization and transformation.

• Investigate and resolve issues within existing processes and work practices, collaborating with teams to recommend and implement effective solutions.

• Maintain and update Key Performance Indicators (KPIs) and contribute to both corporate and departmental performance reporting.

• Work closely with internal business partners and stakeholders to drive adoption and implementation of global standards, processes, and programs.

• Ensure Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) are established and adhered to with both internal and external teams.

• Report, track, and ensure timely remediation of open audit and compliance findings, maintaining high standards of governance and risk management.

Skill Requirements:

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field.

• 3–7 years of experience in service delivery management, preferably within contact center or IT operations environments.

• In-depth understanding of contact center platforms, architectures, and operational processes.

• Proven experience in defining and monitoring KPIs, SLAs, and OLAs.

• Strong knowledge of service management frameworks and development life cycles.

• Demonstrated ability to manage incidents, troubleshoot operational issues, and drive process improvements.

• Excellent organizational skills and meticulous attention to detail.

• Effective communicator with the ability to engage and influence stakeholders at multiple levels.

• Proactive self-starter, capable of working independently and within cross-functional teams.

• Fluent in English (written and spoken).

Other Requirements:

• Proficiency in German or another European language is a plus.

• Experience with transformation and integration projects, especially in multinational environments.

• Familiarity with audit and compliance processes within technology organizations.

• Exposure to the insurance or financial services sector is advantageous.

Career Development Opportunities:

At HCLTech, you will have access to robust professional development programs, mentorship opportunities, and clear pathways for advancement. As you excel in the Service Delivery Manager role, you can explore leadership positions within IT Service Management, Program Management, or broader organizational transformation initiatives. HCLTech’s commitment to continuous learning ensures you stay at the forefront of technological innovation through ongoing training, certification sponsorships, and participation in global knowledge exchange forums. Join HCLTech to shape the future of technology and accelerate your career growth in a dynamic, supportive environment.

Benefit package:

• Life insurance

• Private medical care

• MultiSport Card

• Subsidy for glasses

• Subsidy to language courses

• Christmas and holiday bonuses