Service Delivery Manager

Must Have Technical/Functional Skills

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.

TCS Employee Benefits Summary:

Discretionary Annual Incentive. Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans. Family Support: Maternal & Parental Leaves. Insurance Options: Aut& 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.

#LI-KR3

Salary Range-$120,000-$150,000 a year