Operations Lead

The Operations Leader is the single point of operational accountability for an IT managed services engagement with a large, multi-hospital US healthcare provider. The role runs the daily delivery engine across infrastructure, applications, cybersecurity, network, end user services and field services, with SIAM as the integration layer. The incumbent owns the numbers: every contractual SLA, every KPI and every obligation in the agreement is tracked, reported and defended, and client executives stay confident that clinical and business systems are stable. Based in Dallas and embedded with client IT leadership, the role leads a matrixed team of tower delivery managers, PMO, SIAM and demand management across onshore and global delivery centers.

Business Unit: HCLTech DFS, Life Sciences & Healthcare

Location : Dallas, TX (on-site at client; hybrid by exception)

Reports To: Integrated Delivery Head

Engagement : Multi-tower IT managed services, multi-hospital US provider

Experience : 15+ yrs IT; 8+ yrs ops leadership; 5+ yrs US healthcare

Travel :Periodic, to hospital sites and global delivery centers

REQUIRED QUALIFICATIONS

• Bachelor's degree in Engineering, Computer Science or Information Technology; Master's or MBA preferred.
• 15+ years in IT services, including 8+ years leading IT operations or managed services delivery, and 5+ years on US healthcare provider accounts.
• Proven accountability for SLA, KPI and contractual compliance on a multi-tower managed services agreement covering infrastructure, applications, network, end user services and security.
• Working command of healthcare IT environments: EHR platforms (Epic, Oracle Health, Meditech), clinical and imaging systems, HL7 and FHIR integration, hospital network and device operations.
• Strong ITIL 4 and ServiceNow practice; track record managing P1 incidents and executive escalations.
• Contractual and commercial fluency: reads and applies MSAs, SOWs, service credits, change control and invoicing mechanics.
• Executive presence and communication; credibility with CIO-level and hospital leadership.
• Based in Dallas, TX or willing to relocate; authorized to work in the United States.

PREFERRED QUALIFICATIONS

• ITIL 4 Managing Professional or Strategic Leader, PMP, SIAM Foundation, Six Sigma or equivalent; HITRUST or HCISPP awareness.
• Experience leading transitions, renewals or large-scale transformation inside a live managed services contract.
• Experience with onshore-offshore global delivery models and follow-the-sun support.
• Exposure to automation, AIOps, observability and agentic AI applied to IT operations.

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 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