Service Delivery Manager Infrastructure & End User Services

Job Title

Service Delivery Manager Infrastructure & End User Services

Location: East Aurora, NY

(Onsite, 2-3 days a week)

Employment Eligibility

• Experience working in manufacturing or plantbased IT environments (preferred).

Role Summary

The Service Delivery Manager (SDM) will be responsible for endtoend service delivery of IT infrastructure and enduser computing services for a manufacturing plant environment. This role owns operational excellence, SLA adherence, stakeholder satisfaction, and continuous improvement, while also actively identifying new business opportunities within the client environment.

Key Responsibilities

Service Delivery & Operations

• Own endtoend delivery of IT services including Network, Service Desk, SCCM, Application Packaging, and Telecom Expense Management (TEM).
• Ensure all services are delivered in line with agreed SLAs, KPIs, and OLAs.
• Lead daily, weekly, and monthly operational governance with onsite and offshore teams.
• Ensure ITILaligned processes are followed and continuously improved.

Skills

• Stakeholder & Client Management
• Technical Oversight (Handson Leadership)
• Drive Continuous Improvement & Transformation through Automation
• Business Growth & New Opportunities: Actively identify new business opportunities within the client environment.
• People & Vendor Management
• Excellent stakeholder management and executive communication skills.
• Strong leadership, decisionmaking, and escalation management abilities.
• Commercial acumen with the ability to identify and articulate business value.
• Ability to work independently in a fully onsite role.

Experience

• 10+ years of overall IT experience.
• 5+ years in a Service Delivery Manager or similar leadership role.
• Experience working with USbased clients in an onsite capacity.
• Demonstrated success in client engagement, service stabilization, and growth initiatives.

Disclaimer

HCL 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 for investigation.

Compensation and Benefits

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