Senior Service Delivery Manager

Tata Consultancy Services · Uttar pradesh, India

** WALKIN DRIVE **

Drive Venue - TATA Consultancy Services Yamuna Tower VI, Assotech Business Cresterra, Plot No.22, Noida-Greater Noida Expy, Sector 135, Noida, Uttar Pradesh

Drive Date - 08/08/26

Exp - 12 to 20 yrs

Skills - Service delivery manager

Desired Competencies (Technical/Behavioral Competency)

Must-Have**

(Ideally should not be more than

3-5) Manage end to end IT infrastructure service delivery across multiple towers. -to-end IT infrastructure service delivery across multiple towers from Offshore

Good-to-Have Act as the primary point of contact for client stakeholders, ensuring expectations are met. Handle escalations and customer complaints, ensuring timely and effective resolution. Represent ITIS delivery in governance calls, CAB meetings, and steering committees. (Aligned with CAB meeting duties)

SN Responsibility of / Expectations from the Role

1 · Manage the ITSM and Change Management process

· Monitor SLAs, KPIs, operations dashboards, and ensure deviations are corrected promptly. · Govern Incident, Problem, and Change management processes in compliance with ITIL.

· Conduct root-cause analysis and drive long-term solutions for recurring issues.

· Coordinate service transition and ensure operational readiness for new deployments.

· Manage the Life Cycle Management across the Infrastructure Landscape within the End of Life.

2. Client & Stakeholder Management

· Act as the primary point of contact for client stakeholders, ensuring expectations are met.

· Handle escalations and customer complaints, ensuring timely and effective resolution.

· Represent ITIS delivery in governance calls, CAB meetings, and steering committees. (Aligned with CAB meeting duties)

3. Team Leadership & People Management

· Lead onshore/offshore delivery teams and vendor resources supporting infrastructure operations. · Mentor and coach team members; ensure performance reviews, skill development, and operational readiness.

· Ensure effective resource utilization and staffing for continuous service delivery. 4. Continuous Improvement & Quality

· Drive service improvement initiatives to enhance stability, efficiency, and customer satisfaction. · Implement best practices from ITIL, TCS frameworks, and global IT services benchmarks.

· Enable automation opportunities and process optimization across operations.

5. Vendor & Contract Management

· Oversee service provider performance, ensuring contract deliverables are met. · Manage procurement of IT hardware, software, and support services as required. --- Required Skills & Qualifications Education · Bachelor’s degree in Computer Science, IT, Engineering, or related field. Certifications (Preferred for TCS ITIS Roles)

· ITIL Foundation / Intermediate (mandatory in many ITIS accounts) · PMP / PRINCE2 – beneficial for governance-heavy accounts

· Cloud certifications (AWS/Azure/GCP) – desirable · Industry references list ITIL, PMP, PRINCE2, and more as typical SDM certifications. Technical Skills · Strong understanding of infrastructure domains (server, storage, virtualization, cloud). · Working knowledge of service management tools (ServiceNow) · ITIL processes (Incident, Problem, Change) expertise. Soft Skills · Excellent communication and stakeholder management capabilities · Strong analytical problem solving and strategic thinking. -solving and strategic thinking. Ability to manage large teams in fast paced enterprise environments. -paced enterprise environments.