Service Delivery Manager
TATA Consultancy Services Limited
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Job Details
Skills
- Capacity Management
- Change Request Management
- Disaster Recovery
- End-user Computing
- Executive Communications
- IT Service Management
- Incident Management
- KPI
- SAN
- Service Delivery
- Risk Management
- Service Level Management
- Resource Planning
- Global Delivery
- Business Continuity Planning
- IT Operations
Summary
Role : Service Delivery Manager
Job type: Fulltime
Location: Burlington, NJ - Onsite
Job Description
- Proven experience leading global delivery teams across Onsite, Offshore, and Nearshore locations.
- End-to-end Infrastructure Service Delivery Management
- ITIL Framework (Incident, Problem, Change, Request, Knowledge, Service Level Management)
- ServiceNow ITSM and reporting
- Service Delivery Governance and Operations Management
- Infrastructure Operations (Network, Server, Database, Cloud, Storage, Backup, End User Computing)
- Major Incident Management and Escalation Handling
- Service Level Agreement (SLA) and KPI Management
- Vendor and Stakeholder Management
- Transition and Transformation Management
- Service Desk, Core Datacenter towers (Windows, Unix, Database, Storage, Network, Voice) IT Operations Monitoring and Command Center Management
- Risk, Compliance, Audit, and Security Governance
- Cloud Platforms (Azure) and Hybrid Infrastructure
- Budget, Financial, and Resource Management
- Automation, Shift-Left, and Continuous Service Improvement (CSI)
Roles & Responsibilities
- Lead Service Delivery across Onsite, Offshore, and Nearshore teams ensuring seamless service execution.
- Own service performance against SLAs, KPIs, and contractual commitments.
- Manage Incident, Problem, Change, and Request Management processes.
- Drive Major Incident resolution and executive communications.
- Establish operational governance with customers, vendors, and internal teams.
- Lead weekly, monthly, and quarterly service reviews.
- Identify and execute service improvement and automation opportunities.
- Ensure infrastructure availability, reliability, and performance.
- Manage customer escalations and drive timely resolution.
- Oversee resource planning, utilization, and capacity management.
- Support audits, compliance, security, and risk management initiatives.
- Drive transition, transformation, and modernization programs.
- Monitor service health, backlog, aging tickets, and operational metrics.
- Collaborate with Offshore team, Technical architects and Tower leads to resolve complex issues.
- Lead peak season readiness, business continuity, and disaster recovery planning.
- Dice Id: 91172467
- Position Id: 9086456
- Posted 1 day ago
Company Info
Tata Consultancy Services (TCS) is the technology partner of choice for industry leading organizations worldwide. Since its inception in 1968, TCS has upheld the highest standards of innovation, engineering excellence, and customer service.
It has set an aspiration to become the world's largest AI-led technology services company and is enabling its clients to transform themselves across the full AI stack, from infrastructure to intelligence. Rooted in the heritage of the Tata Group, TCS is focused on creating long term value for its clients, its investors, its employees, and the community at large.
With a highly skilled workforce spread across 55 countries and 202 service delivery centers across the world, the company has been recognized as a top employer in six continents. With the ability to rapidly apply and scale new technologies, the company has built long term partnerships with its clients – helping them emerge as perpetually adaptive enterprises.
Many of these relationships have endured into decades and navigated every technology cycle, from mainframes in the 1970s to artificial intelligence today.
TCS sponsors 14 of the world’s most prestigious marathons and endurance events, including the TCS New York City Marathon, TCS London Marathon and TCS Sydney Marathon with a focus on promoting health, sustainability, and community empowerment.
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