Service Delivery Manager

Job Title

Service Delivery Manager

Location

Paris, France

Hybrid Mode

3 days per week (Work from client location)

Role Summary

Owns end-to-end service performance against the agreed operating model. Single accountable executive for SLA attainment, commercial performance, risk management and the relationship with the client. Chairs the monthly performance review and represents HCLTech in the quarterly steering forum.

Key Responsibilities

• Own the full P&L of the engagement and the agreed commercial envelope (baseline plus governed flex).
• Deliver against SLAs and KPIs across the three layers (service health, risk outcome, economic efficiency).
• Chair the monthly performance review with the client; represent HCLTech in the quarterly steering forum.
• Authorize ramp‑up and ramp‑down decisions within agreed bands; escalation for out‑of‑band changes for written approval.
• Maintain the executive relationship with client service owner, CISO delegate, and procurement.
• Own continuous‑improvement backlog and the Phase 2 industrialisation roadmap.
• Sign off on regulatory packs (DORA / ACPR) before submission to the client.

Required Technical Skills

• 10+ years delivering managed cybersecurity or infrastructure services in a regulated environment.
• Demonstrable experience with vulnerability management, patching operations or security operations at scale.
• Strong understanding of financial‑services regulatory expectations (DORA, ECB, ACPR, EBA guidelines).
• Commercial fluency — running fixed‑plus‑flex constructs with productivity pass‑through.

Preferred / Nice to Have

• Prior experience with a Tier‑1 European bank.
• French language working proficiency.
• Familiarity with client‑internal tooling (SEROM, BUCKFAST) is an advantage.

Experience & Certifications

• 12+ years total experience, with at least 5 years in a senior service‑delivery leadership role.
• Certifications: ITIL Expert / Managing Professional; CISSP, CISM, or CRISC.
• PMP or Prince2 Practitioner; SAFe / Agile leadership exposure.

Soft Skills

• Executive presence and confidence in front of CISO‑level stakeholders.
• Crisp written and verbal communication in English; ability to brief regulators when required.
• Conflict resolution under SLA pressure; calm in major‑incident situations.
• Commercial integrity — explicit framing of trade‑offs, no surprise billing.

Benefits

• A supportive, diverse, and global team with a brilliant culture.
• Competitive compensation and benefits, including up to 20 days vacation per year and various insurances (Term life, Business Travel). These are in addition to statutory benefits.
• Great opportunities to make the role your own, upskill yourself, and get involved with exciting projects.