Role : Service Delivery Manager
HCL EdTech is looking for an experienced and customer-focused Service Delivery Lead to oversee the successful delivery of learning services and ensure operational excellence across client engagements. The ideal candidate will manage service delivery operations, drive process improvements, ensure SLA adherence, and collaborate with cross-functional teams to deliver a seamless learning experience.
Lead end-to-end service delivery for assigned learning programs and client accounts.
Ensure adherence to Service Level Agreements (SLAs), quality standards, and delivery timelines.
Act as the primary point of contact for clients on service delivery-related matters.
Coordinate with Learning Operations, Project Management, Content, Technology, Customer Support, and other internal teams to ensure smooth execution.
Monitor service performance through dashboards, KPIs, and periodic reviews.
Identify delivery risks, resolve escalations, and implement preventive measures.
Drive continuous process improvement initiatives to enhance operational efficiency and customer satisfaction.
Manage resource planning, workload allocation, and capacity utilization.
Conduct governance meetings, prepare operational reports, and present performance metrics to stakeholders.
Mentor and lead service delivery teams, fostering a high-performance and customer-centric culture.
Ensure compliance with organizational policies, quality standards, and information security guidelines.
Strong experience in service delivery, operations management, or customer success.
Excellent stakeholder and client relationship management skills.
Experience managing SLAs, KPIs, and operational governance.
Strong analytical and problem-solving abilities.
Excellent communication, presentation, and leadership skills.
Experience in risk management and escalation handling.
Proficiency in MS Excel, PowerPoint, and reporting tools.
Knowledge of Learning Management Systems (LMS) and EdTech operations is preferred.
Experience with project management methodologies is an added advantage.
HCLTech is a global technology company, home to more than 226,600 people 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. Consolidated revenues as of 12 months ending September 2025 totaled $14.2 billion. To learn how we can supercharge progress for you, visit hcltech.com.
