Regional Service Delivery Manager

HCLTech is a global tech company with 224,000+ HCLTechies across 60 countries, offering digital, engineering, and cloud solutions. Serving major industries like Financial Services, Manufacturing, Healthcare, Telecom, and more, its 12‑month revenue ending September 2024 was $13 billion.

HCLTech France: +500 HCLTechies. Offices: Paris, Lyon and Toulouse.

We are seeking an experienced IT Regional Service Delivery Manager to join our teams at a prestigious client site in the Automotive sector, based in Guyancourt, Île-de-France.

This is a permanent and onsite role. Please NOTE, freelancers are not considered for this role.

Tasks and responsibilities

• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Exceling in the customer relationship
• Developing a deep understanding of projects to gain insights into the scope of service delivery
• Monitoring and managing all the contractually in‑scope work
• Maintaining high performance levels for service‑related processes, and implementing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post‑incident reviews
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
• Analyzing third‑party as well as internal processes, and creating strategies for service delivery optimization
• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
• Providing accurate and regular reports to the management on performance of the service delivery
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments

Job Requirements

• Proven hands‑on experience of 12+ years as Service Delivery Manager
• Operational ability to handle technical discussions across domains, including but not limited to Workplace, Cloud & Compute, Cybersecurity, Gen AI etc.
• Excellent verbal and written communication skills in English and French
• Proficiency in leading both physical and virtual teams
• Experience in dealing with third‑party‑provided services
• Operational ability in a diverse, large‑scale environment
• Exceptional customer‑facing skills
• In‑depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
• Mastery of ITIL (Information Technology Infrastructure Library) principles
• Expertise in people management and leadership
• Strong organizational skills
• Capacity to train and guide junior team members
• Ability to manage and prioritize tasks efficiently
• Solid resource planning and problem‑solving skills
• Readiness to demonstrate a proactive attitude
• Fluent in French and English B2/C1 level is mandatory.