Service Delivery Manager

Role: Senior Engineer

Required Skills: ITSM

Qualification: BACHELOR OF COMPUTER SCIENCE

Experience: 10 - 18 Years

Function: TECHNOLOGY

Apply By: 2027-01-01

Must-Have Technical and Functional Skills

Expert-level stakeholder management with proven ability to engage customers, business leaders, and

cross-functional teams.

Strong experience in driving Service Performance Reviews, SLA/KPI governance, operational excellence, and

continuous service improvement.

Proven ability to review customer demand, identify growth opportunities, and maintain a continuous pipeline of

revenue-generating initiatives.

AI fluency with a mandatory industry-recognized AI certification and demonstrated ability to leverage AI

technologies for service transformation, automation, and business value realization.

Strong communication, leadership, governance, and customer relationship management skills.

Experience working in global delivery and managed services environments.

Previous experience handling a large onshore-offshore team model, with consulting experience.

Hands-on experience and exposure to SAP change management, release management, Azure cloud, and

middleware interfaces.

Responsibilities

Lead end-to-end service delivery operations, ensuring adherence to Service Level Agreements (SLAs), Key

Performance Indicators (KPIs), and customer commitments.

Drive regular Service Performance Reviews with customers and internal stakeholders to assess operational

health, service quality, risks, and improvement opportunities.

Build and maintain strong relationships with customer stakeholders, acting as a trusted advisor and primary

escalation point for service-related matters.

Review customer demand forecasts and collaborate with account teams to maintain a continuous pipeline of

revenue-generating opportunities and service expansion initiatives.

Ensure operational excellence through proactive incident, problem, change, and risk management practices.

Lead governance meetings, executive reviews, and service improvement initiatives to enhance customer

satisfaction and business value.

Drive resource planning, capacity management, and financial governance to support delivery objectives and

profitability targets.

Promote AI adoption and digital transformation initiatives, leveraging AI-driven solutions to improve service

efficiency, automation, and customer outcomes.

Demonstrate AI fluency with a mandatory industry-recognized AI certification and the ability to identify practical

AI use cases within service delivery.

Demonstrate strong technical knowledge of SAP, Azure Integration Services, AI, integration, servers, virtual

machines, firewalls, and networks.

Lead and mentor global delivery teams, fostering a culture of accountability, continuous improvement,

innovation, and customer-centricity.

Managerial Skills

Strong leadership and team management capabilities, with experience leading global, cross-functional, and

geographically distributed teams.

Excellent stakeholder management skills, with the ability to influence and engage customer leadership,

business stakeholders, vendors, and internal teams.

Proven ability to drive customer satisfaction through effective relationship management, proactive

communication, and service excellence.

Strong decision-making and problem-solving skill s, with the ability to manage critical situations, escalations,

and business risks.

Publication-ready Job Description Page 2

Experience conducting executive governance meetings, service reviews, and strategic business discussions

with senior leadership.

Ability to drive operational excellence, continuous improvement initiatives, and organizational transformation

programs.

Strong financial acumen, with experience in budget management, revenue forecasting, cost optimization, and

profitability improvement.

Excellent planning, prioritization, and resource management skills in a dynamic and fast-paced environment.

Ability to coach, mentor, and develop team members while fostering a culture of accountability, collaboration,

innovation, and continuous learning.

Strong negotiation and conflict resolution skills, with the ability to manage competing priorities and stakeholder

expectations.

Demonstrated change management capabilities to lead organizational, process, and technology transformation

initiatives.

Strong communication and presentation skills, with the ability to articulate complex business and operational

topics to executive audiences.

AI-first mindset, with the ability to champion AI adoption, automation, and digital transformation initiatives

across service delivery organizations.

Results-oriented leadership style with a focus on service quality, customer success, employee engagement,

and business growth. Knowledge of incident management, change management, escalation handling, budget

forecasting with customers, multicultural team leadership, and team mentoring.

Salary Range: $120,000 - $140,000 per year

TCS Employee Benefit and Summary:

Discretionary Annual Incentive.

Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.

Family Support: Maternal & Parental Leaves.

Insurance Options: Auto & Home Insurance, Identity Theft Protection.

Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.

Time Off: Vacation, Time Off, Sick Leave & Holidays.

Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.