Noida, Uttar Pradesh
Job Summary
ob Title: Service Delivery Specialist Role Overview We are looking for a hands-on and adaptable Service Delivery Specialist to ensure the smooth, secure, and reliable operation of our IT services. In this role, you will be responsible for various aspects of the end-to-end delivery of IT services, balancing day-to-day operational support with continuous improvement and strategic initiatives. You will work closely with the Service Delivery Manager and business stakeholders, particularly counterparts in the USA, to ensure consistent service levels, effective communication, and alignment with business needs. This role requires a proactive mindset, strong ownership, and flexibility to operate in a dynamic, fast-changing environment. ________________________________________ Key Responsibilities IT Service Delivery & Operations • Manage the delivery of IT services to ensure stability, availability, and performance. • Manage SLA attainments including daily data pull, update, and communications. • Manage staffing and hiring process, interacting with customers, HCL regional leads, service delivery team, and internal teams/vendor partners for start to finish tracking and fulfilment of staffing needs, along with management of the Beeline process • Manage all compliance requirements, including training and other requests from HCL and Quest Diagnostics • Manage any ad-hoc projects required by delivery and/or customer team as directed by the Service Delivery Manager • Manage the asset management program with HCL leads and maintain customer communication • Manage the on-call process with HCL leads and maintain customer communication Process, Documentation & Continuous Improvement • Drive the development and improvement of IT service delivery processes. • Maintain accurate and up-to-date IT documentation as required. • Develop, review, and maintain IT standard operating procedures (SOPs) with HCL leads as required. • Identify opportunities to improve efficiency, reliability, and user satisfaction. Strategic Contribution & Roadmap • Contribute to the IT roadmap by providing operational insights and improvement recommendations. • Take ownership of IT initiatives and service improvement projects from planning through execution. • Balance short-term operational needs with long-term service delivery goals. Stakeholder Management & Communication • Act as a point of contact for IT service delivery matters. • Communicate clearly and effectively with internal stakeholders and global counterparts, including teams in the USA. • Coordinate across time zones to ensure continuity of service and issue resolution. ________________________________________ Working Style & Expectations • Self-starter with strong drive to close issues promptly and proactively, and with strong follow-up skills • Must work during USA business hours to support service continuity. • Will step in for team members during absences or high-demand periods. • Hands-on, proactive, and ownership-driven approach to service delivery. • Comfortable adapting to change and managing multiple priorities. ________________________________________ Preferred Qualifications • Strong communication skills including follow up and tracking of issues and stakeholder management • Experience in IT service delivery, IT operations, or systems administration. • Familiarity with information security principles and audit participation. • Ability to independently own services and drive initiatives to completion.
Key Responsibilities
ob Title: Service Delivery Specialist Role Overview We are looking for a hands-on and adaptable Service Delivery Specialist to ensure the smooth, secure, and reliable operation of our IT services. In this role, you will be responsible for various aspects of the end-to-end delivery of IT services, balancing day-to-day operational support with continuous improvement and strategic initiatives. You will work closely with the Service Delivery Manager and business stakeholders, particularly counterparts in the USA, to ensure consistent service levels, effective communication, and alignment with business needs. This role requires a proactive mindset, strong ownership, and flexibility to operate in a dynamic, fast-changing environment. ________________________________________ Key Responsibilities IT Service Delivery & Operations • Manage the delivery of IT services to ensure stability, availability, and performance. • Manage SLA attainments including daily data pull, update, and communications. • Manage staffing and hiring process, interacting with customers, HCL regional leads, service delivery team, and internal teams/vendor partners for start to finish tracking and fulfilment of staffing needs, along with management of the Beeline process • Manage all compliance requirements, including training and other requests from HCL and Quest Diagnostics • Manage any ad-hoc projects required by delivery and/or customer team as directed by the Service Delivery Manager • Manage the asset management program with HCL leads and maintain customer communication • Manage the on-call process with HCL leads and maintain customer communication Process, Documentation & Continuous Improvement • Drive the development and improvement of IT service delivery processes. • Maintain accurate and up-to-date IT documentation as required. • Develop, review, and maintain IT standard operating procedures (SOPs) with HCL leads as required. • Identify opportunities to improve efficiency, reliability, and user satisfaction. Strategic Contribution & Roadmap • Contribute to the IT roadmap by providing operational insights and improvement recommendations. • Take ownership of IT initiatives and service improvement projects from planning through execution. • Balance short-term operational needs with long-term service delivery goals. Stakeholder Management & Communication • Act as a point of contact for IT service delivery matters. • Communicate clearly and effectively with internal stakeholders and global counterparts, including teams in the USA. • Coordinate across time zones to ensure continuity of service and issue resolution. ________________________________________ Working Style & Expectations • Self-starter with strong drive to close issues promptly and proactively, and with strong follow-up skills • Must work during USA business hours to support service continuity. • Will step in for team members during absences or high-demand periods. • Hands-on, proactive, and ownership-driven approach to service delivery. • Comfortable adapting to change and managing multiple priorities. ________________________________________ Preferred Qualifications • Strong communication skills including follow up and tracking of issues and stakeholder management • Experience in IT service delivery, IT operations, or systems administration. • Familiarity with information security principles and audit participation. • Ability to independently own services and drive initiatives to completion.
Skill Requirements
ob Title: Service Delivery Specialist Role Overview We are looking for a hands-on and adaptable Service Delivery Specialist to ensure the smooth, secure, and reliable operation of our IT services. In this role, you will be responsible for various aspects of the end-to-end delivery of IT services, balancing day-to-day operational support with continuous improvement and strategic initiatives. You will work closely with the Service Delivery Manager and business stakeholders, particularly counterparts in the USA, to ensure consistent service levels, effective communication, and alignment with business needs. This role requires a proactive mindset, strong ownership, and flexibility to operate in a dynamic, fast-changing environment. ________________________________________ Key Responsibilities IT Service Delivery & Operations • Manage the delivery of IT services to ensure stability, availability, and performance. • Manage SLA attainments including daily data pull, update, and communications. • Manage staffing and hiring process, interacting with customers, HCL regional leads, service delivery team, and internal teams/vendor partners for start to finish tracking and fulfilment of staffing needs, along with management of the Beeline process • Manage all compliance requirements, including training and other requests from HCL and Quest Diagnostics • Manage any ad-hoc projects required by delivery and/or customer team as directed by the Service Delivery Manager • Manage the asset management program with HCL leads and maintain customer communication • Manage the on-call process with HCL leads and maintain customer communication Process, Documentation & Continuous Improvement • Drive the development and improvement of IT service delivery processes. • Maintain accurate and up-to-date IT documentation as required. • Develop, review, and maintain IT standard operating procedures (SOPs) with HCL leads as required. • Identify opportunities to improve efficiency, reliability, and user satisfaction. Strategic Contribution & Roadmap • Contribute to the IT roadmap by providing operational insights and improvement recommendations. • Take ownership of IT initiatives and service improvement projects from planning through execution. • Balance short-term operational needs with long-term service delivery goals. Stakeholder Management & Communication • Act as a point of contact for IT service delivery matters. • Communicate clearly and effectively with internal stakeholders and global counterparts, including teams in the USA. • Coordinate across time zones to ensure continuity of service and issue resolution. ________________________________________ Working Style & Expectations • Self-starter with strong drive to close issues promptly and proactively, and with strong follow-up skills • Must work during USA business hours to support service continuity. • Will step in for team members during absences or high-demand periods. • Hands-on, proactive, and ownership-driven approach to service delivery. • Comfortable adapting to change and managing multiple priorities. ________________________________________ Preferred Qualifications • Strong communication skills including follow up and tracking of issues and stakeholder management • Experience in IT service delivery, IT operations, or systems administration. • Familiarity with information security principles and audit participation. • Ability to independently own services and drive initiatives to completion.
Other Requirements
ob Title: Service Delivery Specialist Role Overview We are looking for a hands-on and adaptable Service Delivery Specialist to ensure the smooth, secure, and reliable operation of our IT services. In this role, you will be responsible for various aspects of the end-to-end delivery of IT services, balancing day-to-day operational support with continuous improvement and strategic initiatives. You will work closely with the Service Delivery Manager and business stakeholders, particularly counterparts in the USA, to ensure consistent service levels, effective communication, and alignment with business needs. This role requires a proactive mindset, strong ownership, and flexibility to operate in a dynamic, fast-changing environment. ________________________________________ Key Responsibilities IT Service Delivery & Operations • Manage the delivery of IT services to ensure stability, availability, and performance. • Manage SLA attainments including daily data pull, update, and communications. • Manage staffing and hiring process, interacting with customers, HCL regional leads, service delivery team, and internal teams/vendor partners for start to finish tracking and fulfilment of staffing needs, along with management of the Beeline process • Manage all compliance requirements, including training and other requests from HCL and Quest Diagnostics • Manage any ad-hoc projects required by delivery and/or customer team as directed by the Service Delivery Manager • Manage the asset management program with HCL leads and maintain customer communication • Manage the on-call process with HCL leads and maintain customer communication Process, Documentation & Continuous Improvement • Drive the development and improvement of IT service delivery processes. • Maintain accurate and up-to-date IT documentation as required. • Develop, review, and maintain IT standard operating procedures (SOPs) with HCL leads as required. • Identify opportunities to improve efficiency, reliability, and user satisfaction. Strategic Contribution & Roadmap • Contribute to the IT roadmap by providing operational insights and improvement recommendations. • Take ownership of IT initiatives and service improvement projects from planning through execution. • Balance short-term operational needs with long-term service delivery goals. Stakeholder Management & Communication • Act as a point of contact for IT service delivery matters. • Communicate clearly and effectively with internal stakeholders and global counterparts, including teams in the USA. • Coordinate across time zones to ensure continuity of service and issue resolution. ________________________________________ Working Style & Expectations • Self-starter with strong drive to close issues promptly and proactively, and with strong follow-up skills • Must work during USA business hours to support service continuity. • Will step in for team members during absences or high-demand periods. • Hands-on, proactive, and ownership-driven approach to service delivery. • Comfortable adapting to change and managing multiple priorities. ________________________________________ Preferred Qualifications • Strong communication skills including follow up and tracking of issues and stakeholder management • Experience in IT service delivery, IT operations, or systems administration. • Familiarity with information security principles and audit participation. • Ability to independently own services and drive initiatives to completion.
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