Tracking No :20250814154825420;Requester :Kamali Balan:Kamali.b@hcltech.com;Technical_SPOC :SARAVANA PRABHU GOPALA KRISHNAN (10103425);JD :We are seeking a highly motivated and experienced Service Delivery Manager to oversee all Vendor operations, human resources, and financials. This key leadership role acts as a single point of contact for service-related issues and drives continuous improvement across various service delivery functions. A strong understanding of the Server / Storage validation life cycle, experience in test automation is highly desirable, as it will inform strategic decision-making and operational efficiencies within service delivery.Responsibilities: Overall Program Success: Monitor performance, achieve Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), lead the implementation of customer service requests, maintain consistent communication with customer management, act as the primary contact for all service level issues, and continuously improve processes for efficiency and quality. Team Leadership: Lead an assigned off-site Vendor team, serve as the primary Vendor leader for all onsite personnel and the single point of contact for Customer management, manage day-to-day operations and task assignments, and provide clear team direction. Service Governance: Conduct monthly operational reviews with HCLTech Engagement Managers and Customer Pod Leaders, monthly program-level reviews with HCLTech and Customer Leadership, and tri-annual business reviews with HCLTech Leadership and Customer Leadership. Staffing: Take a holistic view of staff to ensure the right talent mix, model capacity and load for effective staffing, collaborate with Vendor recruiting for high-caliber resources, ensure appropriate training for new staff.Requirements: Proven experience in service delivery management focused on business development A strong understanding of the Server / Storage validation life cycle Services Industry experience managing large customer engagements across Silicon life cycle projects Strong leadership and team management skills. Excellent communication and interpersonal abilities. Ability to drive continuous improvement initiatives with KPI / SLA tracking Hands on experience with test automation Experience with Python / Shell is a big plus (1.) Key Responsibilities
1. To define career path for team members and align closely with delivery management for better skill development and utilization
2. To drive capability-oriented resourcing and recruitment process by working closely with recruitment and resourcing teams.
3. To drive IP and thought leadership activities with SAP global communities for creating content for integrated business processes.
4. To initiate| develop and enhance the assigned capabilitys in line with product and technology roadmap| aligned to the market needs and develop activities targeting knowledge growth.
5. To be responsible for Talent & HR decisions for the assigned capability