Service Delivery Manager

Tata Consultancy Services; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

A leading IT service company in Toronto, Canada is seeking a professional to oversee end-to-end IT service delivery, ensuring alignment with business objectives. The candidate will lead incident management, collaborate with stakeholders, and drive continuous improvement initiatives. Experience in service delivery management, team leadership, and vendor negotiation is essential. This position offers a salary range of CA$ 90,000 - CA$ 120,000 per year and aims to promote a diverse and inclusive workplace.

Responsibilities

• Oversee the end-to-end delivery of IT services and ensure SLAs are met.
• Lead the resolution of critical incidents to minimize disruption.
• Manage relationships with vendors to ensure high-quality service delivery.
• Identify opportunities for process improvements and drive automation initiatives.
• Ensure IT operations comply with regulatory requirements.

Skills

Service delivery management

Stakeholder communication

Incident management

Change management

Team leadership

Vendor management

Continuous improvement

Risk management

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.

About TCS

TCS is an IT services, consulting, and business solutions organization that has been partnering with many of the world’s largest businesses in their transformation journeys for over 55 years. Its consulting‑led, cognitive‑powered portfolio of business, technology, and engineering services and solutions is delivered through its unique Location Independent Agile delivery model, recognized as a benchmark of excellence in software development. A part of the Tata group, India's largest multinational business group, TCS operates in 55 countries and employs over 607,000 highly skilled individuals, including more than 10,000 in Canada. The company generated consolidated revenues of US $ 30 billion in the fiscal year ended March 31, 2025, and is listed on the BSE and the NSE in India. TCS' proactive stance on climate change and award‑winning work with communities across the world have earned it a place in leading sustainability indices such as the MSCI Global Sustainability Index and the FTSE4Good Emerging Index.

Required Skill Sets

• Oversee the end-to-end delivery of IT services, ensuring alignment with business objectives and service level agreements (SLAs).
• Act as the primary point of contact for stakeholders regarding IT service delivery and operational performance.
• Monitor and report on service delivery metrics, ensuring adherence to agreed-upon standards and timelines.
• Incident and Problem Management Lead the resolution of critical incidents, ensuring minimal disruption to business operations.
• Conduct root cause analysis for recurring issues and implement preventive measures to avoid future occurrences.
• Collaborate with technical teams to ensure timely resolution of incidents and problems.
• Change and Release Management Manage IT changes and releases, ensuring minimal impact on business operations.
• Coordinate with cross‑functional teams to plan, test, and implement changes effectively.
• Ensure compliance with change management processes and policies.
• Team Leadership and Collaboration Lead and mentor a team of IT operations professionals, fostering a culture of accountability and continuous improvement.
• Collaborate with cross‑functional teams, including infrastructure, application development, and business units, to ensure seamless service delivery.
• Drive team performance by setting clear goals, providing regular feedback, and supporting professional development.
• Vendor and Stakeholder Management Manage relationships with third‑party vendors and service providers to ensure high‑quality service delivery.
• Negotiate contracts and service agreements to achieve cost‑effective solutions.
• Act as a liaison between business stakeholders and IT teams to ensure alignment and effective communication.
• Continuous Improvement Identify opportunities for process improvements and implement best practices to enhance service delivery.
• Drive automation and innovation initiatives to improve operational efficiency and reduce costs.
• Stay updated on industry trends and emerging technologies to ensure the organization remains competitive.
• Risk and Compliance Management Ensure IT operations comply with regulatory requirements, security standards, and organizational policies.
• Identify and mitigate risks associated with IT service delivery and operations.
• Develop and maintain disaster recovery and business continuity plans.

Salary Range

CA$ 90,000 - CA$ 120,000 Per Year

Note

• TCS does not use artificial intelligence tools for candidate screening or evaluation.
• This posting is for a current vacancy
• The hiring process includes an initial screening by the TCS Hiring Team, followed by a technical evaluation and managerial discussion conducted by the Business Team, and concluding with the final HR evaluation.

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. We invite you to continue to apply for other opportunities that match your profile.