We are a $13+ billion global technology company, home to more than 224,000 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. HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. 

Role definition

We are looking for a proactive and customer-focused Regional Service Delivery Manager (RSM) to lead service operations and delivery management in Jönköping, Sweden. The RSM will be responsible for ensuring service excellence, and customer satisfaction by managing on-site and remote deliveries, coordinating with internal stakeholders, and maintaining contractual commitments.

However RSM can be based out of Gothenburg, Sweden and commute 2-3 days/week to customer office in Jonkoping, Sweden

 

The ideal candidate should have strong leadership capabilities, operational delivery experience in a customer-facing role, and familiarity with service management frameworks such as ITIL. He should be one person who is comfortable in handling customer escalations, taking feedback from stakeholders and the offshore team does ensuring the corrective work, without exposing internal matters to customer.

 

Expected qualification and critical experiences

Responsible for HCLTech services for assigned client and has good connect with the factory, IT Heads in the region.• Minimum 6–10 years of service delivery, operations, with Datacenter - infrastructure and apps both with at least 3 years in a leadership or regional management role.Prior experience working in Sweden or Nordic countries highly desirable.Experience in IT services, field services, engineering services, or industrial delivery environments preferred.Act as the primary point of contact for client escalations, projects, service reviews, and operational discussions.Manage on-site and coordinate with offshore SDM for India delivery teams.Plan, allocate, and optimize resources to meet project and service delivery requirements for resources in Region.Ensure compliance with health, safety, and environmental regulations at customer sites.

Performance & Reporting:

Track and report on operational metrics, service incidents, and delivery performance.Conduct regular service review meetings with clients and internal stakeholders. Take regular feedback & ensure proper updates are provided.Provide operational insights and recommendations for service improvements.

Customer Relationship Management:

Build and maintain strong, trust-based relationships with customers and client stakeholders.Proactively identify customer issues and improvement opportunities; drive continuous improvement initiatives.Support business development and account management teams with operational insights and delivery-related inputs.

Mandatory Skills and Experience:

Bachelor’s degree in Business Administration, IT, Engineering, Operations Management, or related field.ITIL Foundation certification preferred; ITIL Intermediate/Expert or PMP is a plus.Strong customer relationship management and operational leadership skills.Excellent communication, negotiation, and stakeholder management abilities.Hands-on knowledge of ITSM tools (ServiceNow, Remedy, etc.) and service management frameworks.Strong analytical and problem-solving skills.Proficiency in English; Swedish language skills would be advantageous.Approx. travel within Sweden and occasionally to Nordic customer factory sites.

Benefit

A supportive, diverse, and global team with a brilliant culture.Competitive compensation and benefits that includes up to 25 days’ vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country.To know more about us visit – www.hcltech.com