He/She should responsible for ensuring the successful delivery of IT services to clients and business stakeholders. The role focuses on managing service performance, meeting SLA commitments, driving operational excellence, coordinating support teams, handling customer escalations, and continuously improving service quality and customer satisfaction.

Key Responsibilities

Service Delivery Management

- Own end-to-end service delivery for assigned accounts, applications, or business services.
- Ensure adherence to Service Level Agreements (SLAs), KPIs, and contractual commitments.
- Monitor service performance and take proactive actions to address risks and issues.
- Act as the primary point of contact for customers and business stakeholders.
- Conduct governance meetings and service reviews.
- Manage client expectations and ensure high customer satisfaction.

Operations Management

- Oversee incident, problem, change, and service request management processes.
- Ensure smooth production support and operational stability.
- Coordinate with cross-functional teams to resolve critical issues.
- Lead and mentor support and delivery teams.
- Manage resource planning, workload distribution, and performance monitoring.
- Foster a culture of continuous improvement and accountability.

Governance & Reporting

- Prepare and present operational dashboards, service reports, and KPI metrics.
- Track service trends and identify improvement opportunities.




- Ensure compliance with organizational policies and standards.

Risk & Continuous Improvement

- Identify operational risks and implement mitigation plans.
- Drive process optimization, automation, and cost-efficiency initiatives.
- Support audits, compliance reviews, and quality assessments.

Skill Requirements

Key Skills

- Service Delivery Management
- SLA/KPI Management
- Incident, Problem & Change Management (ITIL)
- Stakeholder Management
- Customer Relationship Management
- Process Improvement
- Project Coordination
- Reporting and Analytics

Other Requirements

Key Skills

- Service Delivery Management
- SLA/KPI Management
- Incident, Problem & Change Management (ITIL)

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll 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 integral 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 2026totaled $14.8billion.

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📌 Service Delivery Manager (Madrid)
🏢 Hcl Technologies
📍 Madrid