Enterprise Architect - IAM Service Delivery
About the role
Job Summary
Delivery Unit (DU) Head
Key Responsibilities:
Delivery & Operations Management:
Own end-to-end service delivery across all engagements within the DU.
Ensure compliance with SLAs, OLAs, KPIs, and customer contractual obligations.
Drive operational excellence, productivity improvement, and service stabilization.
Govern incident, problem, change, and major incident management through SDMs and tower leads.
Financial & Commercial Ownership:
Own P&L for the Delivery Unit including revenue, margins, cost optimization, and levers.
Drive cost optimization, automation, and efficiency initiatives to improve margins.
Review forecasts, billing accuracy, leakage prevention, and utilization metrics.
Support renewals, scope expansions, audits, and commercial negotiations.
Customer & Stakeholder Management:
Act as executive escalation point for customers within the DU.
Build and maintain CXO-level relationships with key client stakeholders.
Lead governance forums (monthly/quarterly) and drive CSAT and NPS improvement.
Support pre-sales, RFPs, and transformation discussions where required.
People & Capability Management:
Lead and mentor SDU/Account Heads, SDMs, Tower Leads, and Managers.
Own workforce planning, talent retention, succession planning, and skill development.
Approve exceptions related to Output KPI, registration, long leaves, BYOD, client assets, etc., as per governance matrix applicable to DU Heads.
Drive performance management, stack ranking inputs, and leadership readiness.
- Governance, Risk & Compliance
Ensure compliance with internal governance frameworks, audit requirements, security, GDPR, and customer policies.
Own risk identification, mitigation planning, and delivery governance reviews.
Approve and govern transition, transformation, and automation programs within the DU.
Ensure documentation, SOPs, and operational readiness are maintained.
Transformation & Continuous Improvement:
Drive digital transformation, automation, and standardization initiatives.
Sponsor innovation, tool adoption, and best practice reuse across accounts.
Align DU strategy with organizational themes such as operational automation, modernization, and productivity KPIs.
Key Skills & Competencies Mandatory:
Strong experience in IT/Engineering/Managed Services Delivery
Proven P&L and large-scale operations management
Deep understanding of ITIL / Agile / DevOps delivery models
Strong stakeholder and escalation management skills
Experience managing multi-location, multi-tower teams
Preferred Experience in large enterprise / global customer engagements
Exposure to automation, transformation, and cost optimization programs
Strong governance, audit, and compliance handling experience
Key Responsibilities
Delivery & Operations Management:
Own end-to-end service delivery across all engagements within the DU.
Ensure compliance with SLAs, OLAs, KPIs, and customer contractual obligations.
Drive operational excellence, productivity improvement, and service stabilization.
Govern incident, problem, change, and major incident management through SDMs and tower leads.
Financial & Commercial Ownership:
Own P&L for the Delivery Unit including revenue, margins, cost optimization, and levers.
Drive cost optimization, automation, and efficiency initiatives to improve margins.
Review forecasts, billing accuracy, leakage prevention, and utilization metrics.
Support renewals, scope expansions, audits, and commercial negotiations.
Customer & Stakeholder Management:
Act as executive escalation point for customers within the DU.
Build and maintain CXO-level relationships with key client stakeholders.
Lead governance forums (monthly/quarterly) and drive CSAT and NPS improvement.
Support pre-sales, RFPs, and transformation discussions where required.\r\n4.
People & Capability Management:
Lead and mentor SDU/Account Heads, SDMs, Tower Leads, and Managers.
Own workforce planning, talent retention, succession planning, and skill development.
Approve exceptions related to Output KPI, registration, long leaves, BYOD, client assets, etc., as per governance matrix applicable to DU Heads.
Drive performance management, stack ranking inputs, and leadership readiness.\r\n5. Governance, Risk & Compliance
Ensure compliance with internal governance frameworks, audit requirements, security, GDPR, and customer policies.
Own risk identification, mitigation planning, and delivery governance reviews.
Approve and govern transition, transformation, and automation programs within the DU.
Ensure documentation, SOPs, and operational readiness are maintained.
Transformation & Continuous Improvement:
Drive digital transformation, automation, and standardization initiatives.
Sponsor innovation, tool adoption, and best practice reuse across accounts.
Align DU strategy with organizational themes such as operational automation, modernization, and productivity KPIs.
Skill Requirements
Strong experience in IT/Engineering/Managed Services Delivery
Proven P&L and large-scale operations management\r\n Deep understanding of ITIL / Agile / DevOps delivery models
Strong stakeholder and escalation management skills
Experience managing multi-location, multi-tower teams
Other Requirements
Experience in large enterprise / global customer engagements
Exposure to automation, transformation, and cost optimization programs
Strong governance, audit, and compliance handling experience
Required skills
DevOps
Sales
Design
Communication
Leadership
About HCL Technologies
Chennai
Headquarters