Service Delivery Director

Project overview

The Service Delivery Director will own end-to-end delivery for an Americas application portfolio, with responsibility for contractual service levels, operational governance, customer outcomes, and service improvement. The role requires strong service delivery leadership, ITIL service management, SDLC governance, and oversight of Agile, DevOps, release, and production support practices.

It also calls for executive-level stakeholder management and leadership of geographically distributed onshore and offshore teams; automation, AI-enabled delivery, analytics, and predictive monitoring are valuable improvement themes. The stated experience band is 10–12 years, and the position is a contract role based in Munich. The role is located in Munich while supporting an Americas portfolio; the description does not specify the work mode or an industry vertical.

Responsibilities

• Own end-to-end service delivery for the Americas application portfolio.
• Ensure achievement of contractual SLAs, KPIs, XLAs, and business outcome targets.
• Lead service reviews, operational governance meetings, and executive reporting.
• Drive proactive risk management, issue resolution, and escalation management.
• Manage relationships with HCLTech’s customer’s business stakeholders, product owners, and technology leaders.
• Ensure high levels of customer satisfaction and service reliability.
• Drive growth through credibility and trust.
• Govern our Software Development Life Cycle (SDLC) across application enhancements, maintenance, testing, deployment, and production support.
• Ensure adherence to Agile, DevOps, and release management practices.
• Oversee demand intake, estimation, prioritization, planning, testing, deployment, and post-implementation reviews.
• Drive automation and AI-enabled delivery improvements.
• Collaborate with architecture, product management, and business teams to align technology investments with business objectives.

Requirements

• End-to-end application service delivery leadership
• SLA, KPI, XLA, and business outcome management
• ITIL service management, including incident, problem, change, request, and service-level management
• SDLC governance across enhancement, maintenance, testing, deployment, and production support
• Agile, DevOps, and release management governance
• Operational governance, risk management, escalation management, and executive reporting
• Root cause analysis and continual service improvement
• Customer and executive stakeholder relationship management
• Leadership of geographically distributed delivery teams and capacity planning

Project details

• Start: flexible
• Remote: onsite
• Location: Germany, DE
• Languages: English