Service Delivery Manager - Global Client Management Client Experience

About the role

Hewlett Packard Enterprise (HPE) Operations seeks a Service Delivery Manager for the Global Client Management (GCM) Client Experience organization in Bengaluru, Karnataka, India. The role is a hybrid position requiring work on average 2 days per week from an HPE office. The Service Delivery Manager acts as the end-to-end owner of customer outcomes, delivery predictability, and account performance across assigned portfolios. Day-to-day responsibilities include establishing governance cadences, managing financial performance, leading geographically distributed teams, and driving data-driven delivery management to ensure SLA compliance and superior customer experience.

What you’ll do

• Own end-to-end performance outcomes across all assigned accounts covering SLA compliance, KPI adherence, customer satisfaction, and delivery quality.
• Establish and enforce structured governance cadences including weekly operational reviews, monthly service reviews, and quarterly business reviews.
• Build strong relationships with customer stakeholders and act as trusted advisor for delivery and service outcomes.
• Own and maintain delivery dashboards, KPI scorecards, and reporting accuracy.
• Lead geographically distributed teams across multiple regions and time zones.
• Own financial performance including cost efficiency, revenue retention, and delivery optimization.
• Lead, mentor, and develop teams to achieve high performance and accountability.
• Plan and execute delivery-related programs and strategic initiatives across accounts.

What you’ll bring

• 10–15+ years of experience in service delivery, operations management, or IT services.
• Proven experience managing enterprise accounts and end-to-end delivery environments.
• Strong experience in global delivery models and cross-regional operations.
• Demonstrated experience in program or project management roles.
• Service Delivery Governance (SLA, KPI, compliance).
• Customer Experience & Relationship Management.
• Risk & Escalation Management.
• Financial & Performance Management.

Skills

Benefits

• Comprehensive suite of benefits supporting physical, financial, and emotional wellbeing.
• Programs for personal and professional development to help reach career goals.
• Flexibility to manage work and personal needs.