Integrated Service Delivery Head

Roles and Responsibilities of an Integrated Service Delivery Manager

Key Functions and Duties in Modern Service Management

The Integrated Service Delivery Manager plays a vital role in ensuring that multiple services within an organization are delivered seamlessly and efficiently. This position bridges the gap between various service teams, stakeholders, and customers to provide unified, high-quality service experiences.

• Service Integration:
  Overseeing the integration of different service components (such as IT, facilities, HR, and customer support) to ensure a cohesive delivery model that meets organizational objectives.
• Stakeholder Management:
  Acting as the primary point of contact for internal and external stakeholders, ensuring their requirements and expectations are understood and addressed.
• Performance Monitoring:
  Establishing key performance indicators (KPIs) and monitoring service delivery against agreed standards, taking corrective actions as needed to maintain high levels of customer satisfaction.
• Continuous Improvement:
  Identifying opportunities to enhance service delivery processes, implementing best practices, and driving innovation across service teams.
• Risk Management:
  
  Assessing risks associated with service delivery, developing mitigation strategies, and ensuring compliance with relevant policies and regulations.
• Resource Management:
  Managing resources (personnel, budgets, tools) across service delivery functions to optimize efficiency and effectiveness.
• Issue Resolution:
  Leading the response to major incidents or service disruptions, coordinating cross-functional teams to restore services quickly and prevent recurrence.
• Reporting:
  Preparing and presenting regular reports on service performance, improvement initiatives, and customer feedback to senior management.
• Training and Development:
  Facilitating training for service delivery teams to ensure they are equipped with the latest skills and knowledge.

• Strong leadership and team management abilities
• Excellent communication and interpersonal skills
• Analytical thinking and problem-solving capability
• Understanding of IT Service Management (ITSM) frameworks, such as ITIL
• Ability to work collaboratively across diverse teams

The Integrated Service Delivery Manager is essential for organizations seeking to provide seamless, reliable, and high-quality services across multiple domains. By coordinating resources, processes, and stakeholders, this role ensures that service delivery aligns with strategic goals and exceeds customer expectations.

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.

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