Lucknow, Uttar Pradesh
Job Summary
We are seeking an experienced Application Service Delivery Director for our Lucknow delivery center to lead a high-performing team delivering world-class application support and solutions to clients in the Utility Industry. This role requires a strategic leader with deep expertise in managing distributed teams, delivering complex application services, and driving operational excellence in a global delivery model.
The successful candidate will oversee application service delivery operations, manage client relationships, optimize application support processes, and mentor a team of application professionals while driving HCLTech's internal operational goals, improving delivery metrics, and ensuring alignment with global service standards and SLAs.
Key Responsibilities
Client & Application Service Delivery Management
Lead and manage a team of 50+ application support and development professionals, ensuring performance, development, and accountability
Oversee application service delivery and support for utility industry clients, including application development, maintenance, support, and enhancements
Manage mission-critical applications supporting customer billing, asset management, outage management, and operational systems
Develop and implement application service delivery strategies aligned with client requirements and industry best practices
Manage SLAs and KPIs including incident response times, resolution rates, and system availability metrics
Manage application maintenance windows, patches, upgrades, and release schedules in coordination with clients
Drive application performance optimization, tuning, and capacity planning
Serve as primary escalation point for application-related issues and client concerns
Coordinate with onshore development teams, clients, and global service delivery centers for seamless application support
Skill Requirements
Required Qualifications
15+ years of application support and development experience, with minimum 5+ years in offshore or global delivery model
8+ years of direct management experience leading application support/development teams of 50 or more professionals
3+ years of experience supporting utility industry or mission-critical enterprise applications
Deep knowledge of application lifecycle management, from development through production support
Hands-on experience with enterprise application platforms and middleware
Strong understanding of ITIL frameworks and IT service management best practices
Demonstrated expertise in SLA management, application performance monitoring, and incident management
Experience with application monitoring and ticketing tools (ServiceNow, Remedy, Splunk, Dynatrace, or similar)
Excellent communication and interpersonal skills, with ability to interface with C-level executives
Experience managing geographically distributed teams and time zone complexities
Bachelor's degree in Computer Science, IT, Engineering, or related field (or equivalent professional experience)
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