Service Desk Manager - IT Infrastructure

Business Relationship Manager (BRM) – SD & FSO Track

Location:

United States (Onsite/Hybrid – as per business requirement) – Salisbury.

Experience:

15 – 20 years

Job Type:

Full-time

Role Overview:

We are seeking an experienced Business Relationship Manager (BRM) to lead and manage customer engagement for our Service Delivery (SD) and Field Service Operations (FSO) tracks. This is a customer-facing leadership role responsible for building strong relationships with business stakeholders, driving service excellence, managing escalations, and ensuring operational stability across all store operations.

The ideal candidate will have deep experience in service delivery management, stakeholder engagement, and IT operations for retail or distributed environments, with a strong understanding of FSO and SD processes.

Key Responsibilities:

• Client Engagement & Relationship Management
• Act as the primary point of contact for business stakeholders for SD and FSO-related services.
• Develop and nurture long-term client relationships, ensuring business satisfaction and trust.
• Represent IT in business discussions, governance meetings, and performance reviews.
• Operational & Service Delivery Oversight
• Oversee day-to-day FSO operations across stores, ensuring service stability and timely issue resolution.
• Partner with Service Delivery teams to drive performance against SLAs and XLAs.
• Identify opportunities to improve service delivery and operational efficiency.
• Escalation Management
• Act as the Escalation Head for SD & FSO operations, ensuring swift resolution of critical incidents and chronic issues.
• Collaborate with technical, vendor, and business teams to manage and prevent service disruptions.
• Governance & Reporting
• Lead weekly and monthly service reviews, presenting key metrics, trends, and improvement plans.
• Maintain transparency through regular reporting on operational health, incidents, and projects.
• Continuous Improvement & Transformation
• Work closely with internal and external partners to drive innovation, process improvements, and automation initiatives.
• Align service strategy with business priorities and long-term transformation goals.

Required Qualifications:

• Bachelor’s degree in IT, Business Management, or related field.
• 15–20 years of total experience with at least 8–10 years in client-facing or service delivery management roles.
• Proven track record managing FSO and SD operations for a large enterprise, preferably in retail or distributed environments (e.g., stores, branches, or field locations).
• Strong background in ITIL processes, Incident & Problem Management, and Vendor Governance.
• Excellent communication, presentation, and stakeholder management skills.
• Ability to work effectively under pressure, manage multiple priorities, and drive cross-functional collaboration.

Preferred Skills:

• Experience with Field Service tools, ServiceNow, or equivalent ITSM platforms.
• Prior experience in retail, CPG, or large distributed operations.
• Strong analytical mindset with experience in service analytics, dashboards, and performance metrics.
• Ability to lead discussions with senior executives and influence business decisions.

Key Attributes:

• Customer-centric mindset with a proactive problem-solving approach.
• Strategic thinker with operational discipline.
• Strong leadership and interpersonal skills.
• Self-driven and results-oriented with a focus on continuous improvement.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year