Delivery Manager

Tata Consultancy Services; Hyderabad; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Tata Consultancy Services in Hyderabad, India seeks an experienced Delivery Manager to oversee end-to-end operations, drive performance, and deliver exceptional customer experience. You will manage budgets, SLAs, and cross-functional collaboration with HR and quality teams to ensure service excellence.

The role requires strong leadership, communication, and analytical skills, with a focus on people development and accountability for results in a fast-paced environment.

Qualifications

• Must have a minimum of 3 years in a Delivery Manager role.
• Managed a span of 50+ staff.
• Strong customer focus with stakeholder management.
• Demonstrated leadership and team building capabilities.
• Excellent communication, influencing and negotiating skills.
• Proven performance management and people development experience.
• Strong business acumen and analytical thinking.
• Decisive decision-making under pressure.
• Flexible and resilient to changing requirements.
• Ownership and accountability for results; ready to work in any shift.

Responsibilities

• To manage end to end skillset operations aligned with Unit objectives or company plans.
• Drive business performance improvement through effective delivery management.
• Manage and improve Customer Experience by SLA monitoring, AHT, utilization, outliers, attendance and attrition.
• Effectively manage budgets and commercials.
• Client management via SLA monitoring, query resolution and weekly connects.
• Employee development and improvement of employee satisfaction index.
• Succession planning and workforce development.
• Process and productivity improvements including performance reviews.
• Collaborate with Quality, Workforce Planning and HR teams.
• Prepare and review daily, weekly and monthly reports.

Skills

Delivery Manager experience

Staff management 50+

Customer focus

Leadership

Communication skills

Negotiation skills

Performance management

People development

Business acumen

Analytical thinking

Decision making

Flexibility

Resilience

Ownership & accountability

Shift readiness

Job description

• Minimum 3 years of experience in Delivery Manager role (preferred)
• Should have handled a Span of 50 Plus Staff ( Team Size )
• Customer Focus
• Excellent Leadership skill
• Excellent Communication, Influencing and Negotiating skills
• Performance Management & People Development
• Business Acumen
• Analytical Thinking & Decision-Making Skills
• Flexibility & Resilience
• Achievement orientation & Withstanding Pressure
• Ownership & Accountability for results Ready to work in any shift / day

Job Description

• To manage end to end skillset operations in line with the Unit objectives OR company plan thereby contributing to
• business performance improvement
• Managing & improving Customer Experience - Managing SLAs, AHT, Utilization, Outliers, Attendance, and Attrition
• Effective Management of Budgets and Commercials.
• Client Management through effective SLA monitoring, query resolution and weekly connects.
• Employee Development & improvement of Employee satisfaction index
• Succession Planning
• Process and Productivity Improvements - Performance reviews
• Work in collaboration with the Quality / Work force planning & HR teams
• Daily, weekly, and monthly reporting