| Chennai, Tamil NaduNoida, Uttar Pradesh
Job Summary
The Delivery Unit (DU) Head is the overall accountable leader for end-to-end service delivery for Allianz Works within HCLTech. This role ensures contractual compliance, service excellence, operational governance, and stakeholder satisfaction across all service towers (Service Desk, Onsite Support, Hardware, Cross-functional services, etc.) as defined in the SOW. The DU Head acts as the single point of ownership for delivery performance, risk management, and customer engagement across regions and service lines.
Key Responsibilities
1. End-to-End Service Delivery Ownership Overall accountability for steady-state operations and service delivery outcomes across all towers. Ensure delivery aligns with contractual commitments, SLAs, KPIs, and volumetric expectations. Drive service stability, zero escalations, and continuous service improvement. 1. End-to-End Service Delivery Ownership Overall accountability for steady-state operations and service delivery outcomes across all towers. Ensure delivery aligns with contractual commitments, SLAs, KPIs, and volumetric expectations. Drive service stability, zero escalations, and continuous service improvement. 2. Customer & Stakeholder Management Act as the primary interface with Allianz leadership and governance bodies. Maintain strong engagement with: Allianz executive stakeholders Regional heads and global service leads Internal HCLTech leadership Lead governance forums (Operational / Tactical / Executive) and ensure alignment. 3. Contract & Compliance Management Ensure strict adherence to SOW, audit requirements, and data protection policies. Oversee: Audit readiness (internal & Allianz audits) Compliance with security, onboarding, and vendor policies Ensure corrective actions are implemented for audit findings. 4. Delivery Governance & Operational Excellence Establish and govern: SLA/KPI tracking Service review cadence (Weekly/Monthly/Quarterly) Risk & escalation management Drive: Process standardization (SOPs, runbooks) Service optimization initiatives Automation and efficiency improvements 5. Financial & Commercial Ownership Own P&L, cost optimization, and budget adherence for the Delivery Unit Manage: Resource utilization Vendor/partner performance Commercial impact of volumetric variations 6. Transition & Transformation Leadership Oversee successful transition and transformation (T&T) programs, ensuring: Smooth onboarding of new services Proper knowledge transfer and process setup Readiness for BAU operations 7. People & Organization Leadership Lead Service Delivery Managers (SDMs), Tower Leads, and regional teams Drive: Talent development and capability building Cross-geo collaboration (India, Europe, US, APAC) Ensure adequate staffing and backfill to meet SLA commitments 8. Risk, Incident & Crisis Management Own major incident management and escalation handling Lead crisis response (e.g., DR, BCP situations) including coordination across teams Ensure proactive risk identification and mitigation 9. Vendor & Managed Services Governance Manage third-party vendors and partners: Track performance Enforce SLAs Drive service improvement plans Act as escalation point for vendor non-performance Key Success Metrics (Typical for Allianz Works) SLA / KPI adherence Customer satisfaction (CSAT) Audit compliance (OpsHi5 / Security / Contractual) Zero surprise & escalation control Cost optimization and margin improvement Transition success and stability post go-live Reporting & Org Context DU Head sits above SDMs and regional delivery leads in the Allianz Works structure Works closely with: Global Heads (Service Desk, FSO, HAM) Regional Delivery Heads (EMEA, APAC, US) Cross-functional teams (PMO, Risk & Compliance, Command Center)
Skill Requirements
15+ years in IT service delivery / managed services Strong exposure to: Multi-tower delivery (SD, EUC, Infrastructure) Global delivery model Large enterprise clients (preferably BFSI)
Other Requirements
ITIL / ITSM Contract & stakeholder governance Transformation programs
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