Service Delivery Director
HCLTech · Miami-Dade County, FL
Tailor my CV for this job — freeHCLTech is looking for a highly talented and self- motivated Service Delivery Director to join it in advancing the technological world through innovation and creativity.
Role Summary
The Service Delivery Manager is accountable for end-to-end delivery of non-SAP application development, implementation, and managed services. The role combines project delivery, application support, engineering governance, client engagement, commercial management, and team leadership. The incumbent will ensure successful implementation, stable operations, SLA achievement, quality delivery, and continuous improvement across enterprise applications, digital platforms, integrations, cloud services, and data solutions.Experience and Profile:12-15 years of IT experience, including leadership of application development, implementation, and managed-services engagements.Proven experience managing cross-functional teams of 50+ professionals across development, testing, DevOps, cloud, integration, data, and application support.Should have run full stack Java/ .NET and data programsExperience delivering medium-to-large enterprise applications using modern engineering practices and on-premises, cloud, or hybrid platforms.Strong understanding of SDLC, Agile and DevOps delivery, ITIL service management, release governance, and production support.Executive-level communication, stakeholder management, commercial awareness, and experience managing scope, estimates, budgets, and delivery commitments.ITIL certification preferred; project, Agile, cloud, or architecture certification is an advantage.Key ResponsibilitiesImplementation and Development DeliveryOwn delivery from discovery and planning through solution design, development, testing, deployment, hypercare, and transition to support.Govern scope, requirements, estimates, plans, milestones, dependencies, risks, quality gates, acceptance criteria, and release readiness.Oversee application development across web, mobile, APIs, microservices, cloud-native services, integrations, workflow, data, and reporting solutions.Ensure architecture, security, coding, testing, documentation, configuration, environment, and deployment standards are followed.Drive Agile execution, backlog management, sprint and release planning, CI/CD adoption, test automation, and engineering productivity.Coordinate business, product, architecture, infrastructure, security, vendor, and operations teams to achieve implementation outcomes.Managed Services and Operational GovernanceOwn L1, L2, and L3 application support across incidents, service requests, problems, changes, enhancements, and minor releases.Ensure SLA, OLA, availability, response, resolution, backlog, ageing, quality, productivity, and customer-satisfaction targets are achieved.Lead major-incident response, root-cause analysis, corrective and preventive actions, and recurring-issue elimination.Govern monitoring, batch processing, interfaces, capacity, performance, patching, vulnerability remediation, backup, disaster recovery, and service continuity.Manage transition-to-support, knowledge transfer, operational acceptance, runbooks, support coverage, and hypercare exit.Client and Stakeholder ManagementAct as the primary delivery contact for client leadership, business owners, product teams, and internal stakeholders.Conduct project reviews, weekly operational reviews, monthly service reviews, and steering forums with clear decisions and actions.Provide transparent reporting on delivery progress, service health, risks, financials, capacity, releases, and improvement initiatives.Manage expectations, priorities, trade-offs, scope changes, escalations, and cross-team dependencies.Identify opportunities for modernization, automation, service expansion, and measurable business value.Team, Commercial, and Risk ManagementLead and develop distributed teams across engineering, QA, DevOps, cloud, integration, data, project management, and support.Own demand forecasting, capacity planning, resource fulfilment, utilization, skill development, succession, and critical-role coverage.Manage delivery within contractual scope, budget, staffing model, and service commitments; control leakage and scope creep.Monitor estimates, effort, productivity, costs, subcontractors, change requests, revenue inputs, and margin improvement actions.Maintain active risk, issue, dependency, and action registers with early-warning indicators and mitigation ownership.Ensure compliance with client security, quality, audit, change, data-privacy, and operational-control requirements.Continuous Improvement and AutomationBuild a continuous-improvement roadmap linked to delivery speed, quality, stability, productivity, cost, and user experience.Drive automation across testing, deployment, monitoring, incident triage, reporting, knowledge management, and recurring operational activities.Promote shift-left, self-service, reusable assets, technical-debt reduction, observability, and defect prevention.Assess GenAI and agentic-AI opportunities with appropriate security, governance, data-protection, and oversightMust have Skills:Program ManagementOther Requirements:Bachelor's degree in engineering, computer science, information systems, or a related discipline.Strong leadership, structured problem solving, negotiation, executive communication, and decision-making skills.Ability to balance implementation priorities, operational stability, technical risk, customer expectations, and commercial outcomes.Customer-focused, quality-driven, commercially aware, and committed to accountable delivery and continuous improvementExperience Level: 12+ yrsPay and BenefitsPay Range Minimum: $145,000 per yearPay Range Maximum: $250,000 per yearHCLTech is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.Compensation and BenefitsA candidate’s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the followi14520ng benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.