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. Conduct governance meetings and service reviews.

Operations Management

Oversee incident, problem, change, and service request management processes. Ensure smooth production support and operational stability. Lead and mentor support and delivery teams. Manage resource planning, workload distribution, and performance monitoring. Governance & Reporting Prepare and present operational dashboards, service reports, and KPI metrics.



Track service trends and identify improvement opportunities. 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 Project Coordination Other Requirements Key Skills Service Delivery Management SLA/KPI Management Incident, Problem & Change Management (ITIL) And you'll find your spark. HCLTech is a general 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.

📌 Senior Service Delivery Manager (Working from home) (Madrid)
🏢 Hcl Technologies
📍 Madrid