Paris
France
Job Description (Posting)
We are seeking to fill multiple positions of Service Delivery Managers to join our team at a client’s facility in Paris.
Important details
Key Responsibilities:
This role is responsible for acting as the Service Delivery Manager, supporting both production and test environments for the customer. The position ensures timely project delivery to maintain existing systems and introduce new technologies and services.
Given the dynamic nature of the role, responsibilities include but are not limited to:
Additional Responsibilities:
Preferred Certifications
Important details
- 3 days/ week- Work from office (Client Location)
- Language: French(C1) + English
- Years of experience :12+ years
Key Responsibilities:
This role is responsible for acting as the Service Delivery Manager, supporting both production and test environments for the customer. The position ensures timely project delivery to maintain existing systems and introduce new technologies and services.
Given the dynamic nature of the role, responsibilities include but are not limited to:
- Service Development: Design and commercialization of contractual services and service concepts tailored to customer needs.
- Service Delivery: End-to-end responsibility for delivering contractual services as per agreed terms.
- Financial Oversight: Ownership of profit and loss for assigned projects.
- Reporting: Preparation and presentation of agreed KPI reports.
- Billing: Oversight of customer invoicing and vendor billing approvals.
- Vendor Management: Coordination and governance of vendor relationships.
- Compliance: Ensure adherence to company policies and standard operating procedures.
- Contract Optimization: Maximize value from service contracts, including monitoring partner performance.
- Integration Support: Facilitate and document the integration of software and services into the company’s technical architecture.
- Change Management: Execute change control and request management processes effectively.
- Project Management: Lead projects aimed at implementing and enhancing services, ensuring timely and budget-conscious delivery.
- Service Utilization Analysis: Promote accurate understanding of service usage through quality data recording in support systems and partner SLA reports.
- Cross-Functional Collaboration: Maintain regular engagement with various departments to identify ongoing challenges and forecast future demand.
Additional Responsibilities:
- Oversee end-to-end service delivery across multiple accounts or projects.
- Ensure services are delivered in accordance with agreed SLAs and KPIs.
- Monitor performance metrics and generate regular reports for stakeholders.
- Serve as the main liaison between clients and internal teams.
- Conduct regular service reviews and client meetings.
- Address and resolve client concerns and escalations promptly.
- Lead and mentor service delivery teams, including support staff and technical personnel.
- Coordinate with project managers, engineers, and other departments to ensure seamless service execution.
- Facilitate training and development for service delivery staff.
- Identify gaps in service delivery and implement process enhancements.
- Promote best practices and standard operating procedures (SOPs).
- Drive automation and efficiency initiatives.
- Ensure compliance with internal policies and external regulations.
- Manage risks related to service delivery and implement mitigation strategies.
- Conduct audits and assessments to ensure service quality.
- Manage budgets related to service delivery operations.
- Optimize resource utilization and control operational costs.
- Oversee incident resolution and root cause analysis.
- Implement corrective actions and preventive measures.
- Provide regular updates to senior management and stakeholders.
- Prepare executive summaries and dashboards for performance tracking.
- Manage third-party vendors and service contracts.
- Ensure vendor performance aligns with service expectations.
- Utilize ITSM tools (e.g., ServiceNow, Jira) for tracking and reporting.
- Stay updated with emerging technologies relevant to service delivery.
Preferred Certifications
- ITIL Foundation or higher
- PMP or PRINCE2
- Six Sigma or Lean Management
- Agile/Scrum certifications
No. of Positions
1
Job Description (Posting).
About HCLTech
HCLTech is a global technology company, spread 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.
To learn more about how we can supercharge progress for you, visit www.hcltech.com
Twr Ld-PMO, DMO, CPO & Project Executive
Job Summary
The Tower Lead for Support & Operations plays a crucial role in ensuring that escalations are resolved in a timely manner, aligning with organizational standards and service level agreements. This position is integral to delivering reports and services as specified in the Statement of Work (SOW), while actively driving initiatives that enhance operational efficiency and customer satisfaction. (1.) Key Responsibilities
1. Generate Tower Level Employee Engagement (Ee) And Employee Net (En) Revenue Through Effective Project Executive Strategies And Dmo Methodologies, Ensuring Alignment With Organizational Goals.
2. Ensure All Tasks, Responsibilities, And Escalations Are Resolved In Accordance With Agreed Sla Norms, Utilizing Project Management Best Practices To Drive Accountability And Performance.
3. Oversee Operational Hygiene By Validating Reports And Ensuring Services Delivered Meet The Standards Set Forth In The Sow, Employing Effective Monitoring And Evaluation Techniques.
4. Promote Positive Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks That Enhance Service Delivery And Client Relations.
5. Oversee And Implement The Profit Improvement Plan (Pip) Through Strategic Levers Such As Automation And Self-Driven Initiatives, Driving Continuous Improvement In Operational Performance.
Skill Requirements
1. In-Depth Knowledge Of Project Management Principles And Methodologies.
2. Strong Understanding Of Dmo Practices And Frameworks.
3. Proficiency In Operational Management And Customer Service Excellence.
4. Excellent Analytical And Reporting Skills To Validate Operational Hygiene.
5. Strong Leadership And Communication Skills To Promote Positive Customer Relationships.
Certification
1. Optional But Valuable Certifications: Project Management Professional (Pmp), Certified Scrummaster (Csm), Or Itil Foundation.
HCLTech is a global technology company, spread 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.
To learn more about how we can supercharge progress for you, visit www.hcltech.com
Twr Ld-PMO, DMO, CPO & Project Executive
Job Summary
The Tower Lead for Support & Operations plays a crucial role in ensuring that escalations are resolved in a timely manner, aligning with organizational standards and service level agreements. This position is integral to delivering reports and services as specified in the Statement of Work (SOW), while actively driving initiatives that enhance operational efficiency and customer satisfaction. (1.) Key Responsibilities
1. Generate Tower Level Employee Engagement (Ee) And Employee Net (En) Revenue Through Effective Project Executive Strategies And Dmo Methodologies, Ensuring Alignment With Organizational Goals.
2. Ensure All Tasks, Responsibilities, And Escalations Are Resolved In Accordance With Agreed Sla Norms, Utilizing Project Management Best Practices To Drive Accountability And Performance.
3. Oversee Operational Hygiene By Validating Reports And Ensuring Services Delivered Meet The Standards Set Forth In The Sow, Employing Effective Monitoring And Evaluation Techniques.
4. Promote Positive Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks That Enhance Service Delivery And Client Relations.
5. Oversee And Implement The Profit Improvement Plan (Pip) Through Strategic Levers Such As Automation And Self-Driven Initiatives, Driving Continuous Improvement In Operational Performance.
Skill Requirements
1. In-Depth Knowledge Of Project Management Principles And Methodologies.
2. Strong Understanding Of Dmo Practices And Frameworks.
3. Proficiency In Operational Management And Customer Service Excellence.
4. Excellent Analytical And Reporting Skills To Validate Operational Hygiene.
5. Strong Leadership And Communication Skills To Promote Positive Customer Relationships.
Certification
1. Optional But Valuable Certifications: Project Management Professional (Pmp), Certified Scrummaster (Csm), Or Itil Foundation.
Employee Group
Business Line FT
Entity
INFRA
Auto req ID
1590275BR
Expected Date of Closure
07-Oct-2025
Reporting Manager Designation
General Manager
Skill (Primary)
PMO-Program Management-Program Management
Skill Level 3 (Secondary Skill 1)
PMO-Program Management-Program Management
Skill Level 3 (Secondary Skill 2)
PMO-Program Management-Program Management
Skill Level 3 (Secondary Skill 3)
Projects(India B)-Projects-PROGRAM MANAGEMENT
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