Service Delivery Manager – ASM Run Services

HCLTech is looking for a highly talented and self- motivated Service Delivery Manager – ASM Run Services to join it in advancing the technological world through innovation and creativity.Job Title: Service Delivery Manager – ASM Run ServicesJob ID: 107164Position Type: Full-timeLocation: Hybrid; with frequent travel to Denver, CO officeRole/ResponsibilitiesWe are seeking a Service Delivery Manager – Run Services to manage day to day delivery of Application Support (ASM) services for a mid-sized, business critical application landscape. This role is execution focused and responsible for building disciplined Run teams, ensuring ITIL compliant service delivery, reducing operational noise, and executing automation and AI led improvements defined at the account level. The role operates under the guidance of the Senior Service Delivery Head and is accountable for consistent, audit ready, and predictable Run delivery.Key Responsibilities1. Lead Run Operations (Core Accountability)Own ITIL aligned Run delivery across Incident, Problem, Change, Service Request, and Knowledge ManagementEnsure strict adherence to ITIL processes, SLAs, OLAs, and operational controlsDrive service stability through proper classification, prioritization, escalation, and closure disciplineEnsure Run operations are audit ready and compliant at all times2. Run Operations & Service DeliveryManage end to end Run operations for assigned applications and support teamsEnsure SLA compliance across incidents, service requests, problems, and changesDrive reduction in ticket volumes, repeat incidents, backlog, and MTTREnsure stable, predictable, and well governed Run delivery3. Team Rigor & Capability Building (Primary Emphasis)Lead and manage ~50 FTE Run teams across L2/L3 supportEstablish strong operational discipline:Shift coverage and handoversClear ownership and accountabilityFollow through on actions and RCA commitmentsBuild high performing teams with clear role clarityDrive continuous upskilling across:ITIL processesDomain knowledgeAutomation and AI assisted Run practicesEnsure strong onboarding, KT quality, documentation hygiene, and KEDB usageCoach teams on problem ownership and root cause elimination, not just ticket closure4. Ticket Reduction & ASM LeversDrive ticket reduction using standard ASM levers:Strong Problem ManagementRoot Cause Analysis and permanent fixesKnowledge reuse and SOP standardizationAutomation and runbook executionEnsure recurring issues are eliminated at sourceTrack and report trend based improvements, not just point metrics5. Automation, AI & Zero Ops ExecutionExecute automation first Run practices aligned to account strategyIdentify opportunities for:Manual effort reductionRunbook and workflow automationSelf service and ticket deflectionSupport adoption of AI assisted Run practices (AIOps, GenAI based support tools)Ensure automation initiatives are implemented, adopted, and sustained6. Reliability & SRE Aligned Practices (Execution Focus)Apply reliability oriented practices to improve service stabilitySupport proactive risk identification and preventive actionsImprove monitoring, alerting, and observability in line with ITIL and SRE principlesEnsure Run readiness for change heavy and modernized applications7. Governance, Reporting & EscalationRun daily and weekly ITIL based operational reviewsMaintain accurate service metrics, dashboards, and action trackersProvide fact based updates to the Senior Service Delivery HeadProactively escalate risks, SLA breaches, and systemic issues8. Customer InteractionAct as the primary operational delivery contact for customer stakeholdersHandle service issues and escalations with clarity and ownershipBuild customer confidence through process discipline and consistencySupport executive level discussions led by the Senior Service Delivery HeadRequired Experience & Qualifications12–18 years of IT services experience with strong ASM / Run delivery backgroundDeep, hands on ITIL experience across Incident, Problem, Change, and Service Request ManagementExperience managing Run teams of ~30–60 FTEProven ability to build and govern disciplined service delivery teamsExperience working in regulated or audit heavy environmentsStrong working knowledge of ITSM tools (e.g., ServiceNow or equivalent)PreferredITIL certificationExposure to automation, Zero Ops, SRE, or DevOps aligned Run modelsEngineering background (development or advanced support earlier in career)Experience executing ticket reduction or productivity improvement initiativesFamiliarity with AI assisted or AIOps based Run practicesLeadership CompetenciesStrong execution and ownership mindsetHigh operational discipline and attention to detailAbility to build, coach, and upskill teamsCalm handling of delivery pressure and escalationsClear and structured communication with customers and leadershipLocation & TravelPreferance for the role to be based in DenverLimited travel as requiredPay and Benefits Pay Range Minimum: $104,000 per yearPay Range Maximum: $246,000 per yearHCLTech 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.Compensation and BenefitsA candidate’s pay within the range will depend on their work location, 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 GrowAt 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.