Service Delivery Manager
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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 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.
Ready for a new challenge? Join a friendly, multinational company offering endless career opportunities in a dynamic, multicultural environment.
Apply now and submit your CV in English!
Why become an HCLTechie?
At HCLTech, we offer diverse opportunities to learn, innovate, and fast‑track your career. You'll work with global clients and industry‑leading experts, gaining access to mentorship and rewarding growth paths. Our people‑friendly work culture fosters flexibility, leadership, and personal and professional growth, giving you the freedom to explore, experiment, and thrive.
We believe in doing things differently, offering hands‑on training and coaching, and celebrating the passion and commitment of our teams. Discover the benefits of joining HCLTech:
- Global career opportunities and mobility.
- Flexible work environment supporting work‑life balance.
- Exciting projects and upskilling opportunities to shape your role.
- Total wellbeing focus: Beyond professional growth, you’ll be able to collaborate with like‑minded colleagues to drive meaningful impact through initiatives like our CSR Council, Diversity Council, Women Connect, and many more.