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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 Candidates must be eligible to work in UKFluent in EnglishJob Summary:The IT Service Delivery Manager oversees a number of key functions within the Client location that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a Client facing role, and requires that you establish and manage expectations within the business and drive the IT Onsite Site Services team to achieve those expectations to a high standard. Principle Responsibilities Service ManagementMaintain high performing service support team of 100+ team members including and Onsite Desktop Support and VIP SupportOwner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when requiredAs owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident reviewMonitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followedBe accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systemsDrive internal and third-party service review meetings covering performance, service improvements, quality and processesMeeting Support Ensure that training services are in place to educate staff on how to use meeting room and collaboration technology effectivelyTechnical RequirementsLead the Onsite Desktop Management team to continually improve the End user computing environmentManage the Onsite desktop computing environment to ensure that laptops, PC’s and other access devices are built and maintained to high standards of performance and securityEnsure that patching and anti-virus updates are carried out promptly and effectivelyWork with the Technical Design team, Central Services team evolve standards for hardware, software and security in the desktop environmentPerformance & Quality Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely mannerWork with internal and third-party teams to ensure actions are taken and completed to protect and improve servicesProvide regular and accurate management reporting on IT Service performanceEffectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessmentBe an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments Qualities and Skills required Essential Able to demonstrate the ability to undertake the above responsibilitiesLegally able to work in the country in which the position is basedA passion for Service ImprovementExperienced Service Management professionalITIL QualifiedExperience of managing 3rd parties and 3rd party delivered servicesService Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplinesExpert knowledge of ITIL disciplinesExcellent leadership and people management skillsExcellent written and verbal communication skillsWillingness to support and mentor junior staffExcellent customer facing/customer service skillsAble to work under pressure and meet deadlinesAble to demonstrate a high degree of flexibility including shift and out of hours workingExcellent organisational skillsAble to manage sensitive and sometimes confidential informationSelf-motivation and able to take responsibilityAble to manage and prioritise and tasks and time efficientlyAble to demonstrate initiative and a proactive approach to daily tasksBenefitsA supportive, diverse, and global team with a brilliant culture.Competitive compensation and benefits that includes up to 20 days’ vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few. For more information on how we process your personal data, please refer to HCLTech’s Candidate Data Privacy Notice.To know more about us visit –