Job Description

HCLTech is looking for a highly talented and self-motivated Service Delivery Manager- Silicon Support to join it in advancing the technological world through innovation and creativity.

Job Title: Service Delivery Manager- Silicon Support

Job ID: 1611124BR

Position Type: Full Time

Location: Sunnyvale, California

We are seeking a highly motivated and experienced Service Delivery Manager to oversee all Vendor operations, human resources, and financials. This key leadership role acts as a single point of contact for service-related issues and drives continuous improvement across various service delivery functions. A strong understanding of the Silicon chips life cycle, from design and manufacturing to testing and deployment, is highly desirable, as it will inform strategic decision-making and operational efficiencies within service delivery.

Responsibilities:

• Overall Program Success: Monitor performance, achieve Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), lead the implementation of customer service requests, maintain consistent communication with customer management, act as the primary contact for all service level issues, and continuously improve processes for efficiency and quality.
• Team Leadership: Lead an assigned off-site Vendor team, serve as the primary Vendor leader for all onsite personnel and the single point of contact for Customer management, manage day-to-day operations and task assignments, and provide clear team direction.
• Service Governance: Conduct monthly operational reviews with HCLTech Engagement Managers and Customer Pod Leaders, monthly program-level reviews with HCLTech and Customer Leadership, and tri-annual business reviews with HCLTech Leadership and Customer Leadership.
• Staffing: Take a holistic view of staff to ensure the right talent mix, model capacity and load for effective staffing, collaborate with Vendor recruiting for high-caliber resources, ensure appropriate training for new staff.

Requirements:

• Proven experience in service delivery management.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Ability to drive continuous improvement initiatives.
• Desired: A strong understanding of the Silicon chips life cycle (design, manufacturing, testing, deployment).
• Desired: Services Industry experience managing large customer engagements across Silicon life cycle projects

Pay and Benefits

Pay Range Minimum: $130,000

Pay Range Maximum: $150,000

HCLTech 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.

A candidate’s pay within the range will depend on their 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 following 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

How You’ll Grow

At HCLTech, we offer continuous opportunities for you to find your spark and grow with us. We want you to be happy and satisfied with your role and to really learn what type of work sparks your brilliance the best. Throughout your time with us, we offer transparent communication with senior-level employees, learning and career development programs at every level, and opportunities to experiment in different roles or even pivot industries. We believe that you should be in control of your career with unlimited opportunities to find the role that fits you best.

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