Service Delivery Manager

Tata Consultancy Services; Toronto; On-site; CAD 100,000 - 120,000; Full time

Job summary

Tata Consultancy Services Canada is seeking an experienced application support professional to maintain high service levels and drive improvements across banking-related IT services. You will own incidents, coordinate with resolution teams, and ensure compliant, scalable service delivery while communicating with stakeholders globally.

The role requires strong ITIL knowledge, banking domain experience, and a proactive, collaborative mindset.

Qualifications

• Experience in application support on Microsoft tech stacks such as Windows, .Net with strong understanding of IT systems, infrastructure.
• Have worked in banking industry.
• Deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure efficient delivery of services including incident, problem, change and service level management.
• Strong interpersonal and communication skills to build and maintain client relationships and manage expectations throughout service delivery.
• Strong project management skills to plan, organize, and coordinate resources, timelines, and deliverables.
• A mindset of continuous improvement with ability to identify improvement areas and drive efficiency.

Responsibilities

• Maintaining high performance levels for service-related processes and implementing improvement activities.
• Taking ownership of critical incidents, coordinating with resolution parties, and communicating with stakeholders for post-incident reviews.
• Ensuring systems, procedures, and methodologies are in place to support outstanding service delivery.
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
• Provides production support on application issues and queries while researching and analyzing business and system needs to recommend solutions.
• Provides on-call afterhours support on rotational basis of application, database.
• Flex shift work may be required (day/ afternoon) to help cover workload and balance overtime.
• Lead investigation and analysis of application technical and functional impact, including root cause analysis leading to operational failures.
• Resiliency, patching and software compliance to meet RBC standards.
• Leads detailed design phases for small to large projects identifying, tracking and resolving technical issues.
• Prepares high level and detailed technical specifications for projects per PLC, security and architecture documentation objectives.
• Collaborates with Project Manager to determine the best mix of development and interfacing applications to meet requirements.
• Coordinates with DBA in creating or modifying database structures as needed.
• Communicates effectively with team members, stakeholders and interface groups from initiation to close.

Skills

Microsoft tech stacks

Banking domain

ITIL service management

Relationship management

Project management

Root cause analysis

Continuous improvement

On-call support

Job description

Tata Consultancy Services (TCS) is an equal opportunity employer, and embraces diversity in race, nationality, ethnicity, gender, age, physical ability, neurodiversity, and sexual orientation, to create a workforce that reflects the societies we operate in. Our continued commitment to Culture and Diversity is reflected in our people stories across our workforce and implemented through equitable workplace policies and processes.

Tata Consultancy Services (BSE: 532540, NSE: 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 56 countries and 194 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. Many of these relationships have endured into decades and navigated every technology cycle, from mainframes in the 1970s to artificial intelligence today.

Must Have Skills

• Experience in application support on Microsoft tech stacks such as Windows, .Net with strong understanding of IT systems, infrastructure
• Have worked in banking industry
• Deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management.
• Strong interpersonal and communication skills to build and maintain relationships with clients. They should be able to understand client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process.
• Strong project management skills to plan, organize, and coordinate resources, timelines, and deliverables.
• Adept at analyzing complex situations, identifying problems, and proposing effective solutions.
• Should have a mindset of continuous improvement.
• Should proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery.

Good to Have Skills

• Experience in Commercial banking such as Payments, Capital Markets etc

Role and Responsibilities:

• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Provides production support services on application issues and queries while researching and analyzing business and system needs, exploring alternative options to recommend technology solutions.
• Provides on-call afterhours support on rotational basis of application, database.
• Flex shift work may be required (day/ afternoon) to help cover work load or change activities and help balance overtime.
• Lead the investigation and analysis of application technical and functional impact, including root cause analysis leading to operational failures.
• Resiliency, patching and software compliance to ensure our production environment meets RBC standards.
• Leads detailed design phases for small to large projects/ programs identifying, tracking and resolving technical issues.
• Prepares high level and detailed technical specifications for small to medium projects in accordance with PLC, security and architecture documentation objectives.
• Work together with Project Manager, determines best mix of development, interfacing applications, third party vendor solutions to meet business requirements and project objectives.
• Provides input and co-ordinates with DBA in creating new and modifying existing database structures using different types of databases and recommending appropriate DB based on required functionality.
• Effectively communicates and builds rapport with team members, stakeholders and interface groups using a variety of techniques and collaboration from initiation to close.

Salary Range - CA$ 100,000 - CA$ 120,000 Per Year

TCS does not use artificial intelligence tools for candidate screening or evaluation. This post is for a current vacancy. The hiring process includes an initial screening, followed by a technical evaluation and managerial discussion.

Tata Consultancy Services Canada Inc. is committed to meeting the accessibility needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code (OHRC). Should you require accommodation during the recruitment and selection process, please inform Human Resources.

Thank you for your interest in TCS. Candidates that meet the qualifications for this position will be contacted within a 2-week period.