SDM

Tata Consultancy Services; Pune District; On-site; INR 2,800,000 - 4,400,000; Full time

Job summary

Tata Consultancy Services in Pune seeks an experienced Service Delivery Manager to lead end-to-end IT infrastructure service delivery for enterprise clients, driven by ITIL governance and global onsite-offshore delivery.

The role emphasizes managing data center operations, ITSM, vendor relationships, and CSI initiatives, with a focus on SLA/KPI compliance and strong stakeholder leadership.

Qualifications

• 12+ years of experience in IT Infrastructure Services.
• Minimum 4+ years of experience in a Service Delivery Manager role supporting enterprise customers.
• Strong experience in Managed Services Delivery.
• Proven expertise in Data Center Operations and Infrastructure Management.
• Extensive experience in IT Service Management (ITSM) and ITIL Framework.
• ITIL Certification (Mandatory).
• Experience managing large-scale infrastructure environments including servers, storage, network, cloud, EUC.
• Strong experience in Major Incident Management, Customer Escalation Management, Service Governance, Vendor Management, SLA & KPI Management.
• Experience managing global onsite and offshore delivery teams.
• Excellent customer-facing, stakeholder management, leadership, and communication skills.

Responsibilities

• Manage end-to-end service delivery for enterprise customers, ensuring SLAs, OLAs, KPIs, and contractual commitments are met.
• Lead day-to-day IT Infrastructure Operations including Data Center, Server, Storage, Network, Cloud, and End User Services.
• Own and govern ITIL processes: Incident, Problem, Change, Release, Service Request, Knowledge.
• Drive operational governance through Daily, Weekly, Monthly, and Quarterly Service Reviews.
• Facilitate CAB/ECAB meetings and ensure successful changes.
• Manage Major Incidents, escalations, and executive communications.
• Conduct RCA and PIR and drive corrective actions.
• Develop and execute CSI initiatives and SIPs.
• Monitor KPIs, SLA performance, service availability, CSAT, and NPS.
• Build relationships with customers, stakeholders, and leadership; manage vendor relationships.
• Lead onsite and offshore teams; optimize resource utilization.
• Support modernization, automation, AI, and AIOps initiatives.
• Ensure security, audit, risk, and governance compliance.
• Drive efficiency via process optimization and automation.

Skills

IT Infrastructure Services

Data Center Operations

ITSM

Managed Services Delivery

Customer Management

Service Governance

Leadership

Vendor Management

SLA & KPI Management

Global Delivery

Job description

Job Title: Service Delivery Manager

Location: Pune
Experience: 12-20 Years
Interview Mode: Virtual
Interview Date: To Be Announced

About the Role

We are seeking an experienced Service Delivery Manager with a strong background in IT Infrastructure Services, Data Center Operations, IT Service Management (ITSM), and Managed Services Delivery. The ideal candidate will be responsible for leading end-to-end service delivery, driving operational excellence, managing enterprise customer relationships, governing ITIL processes, and ensuring seamless infrastructure operations across global environments.

Mandatory Skills & Qualifications

• 12+ years of experience in IT Infrastructure Services.
• Minimum 4+ years of experience in a Service Delivery Manager role supporting enterprise customers.
• Strong experience in Managed Services Delivery.
• Proven expertise in Data Center Operations and Infrastructure Management.
• Extensive experience in IT Service Management (ITSM) and ITIL Framework.
• ITIL Certification (Mandatory).
• Experience managing large-scale infrastructure environments covering:
• Servers
• Storage
• Network
• Cloud Services
• End User Computing (EUC)
• Strong experience in:
• Major Incident Management
• Customer Escalation Management
• Service Governance
• Vendor Management
• SLA & KPI Management
• Experience managing global onsite and offshore delivery teams.
• Excellent customer-facing, stakeholder management, leadership, and communication skills.

Key Responsibilities

• Manage end-to-end service delivery for enterprise customers, ensuring compliance with SLAs, OLAs, KPIs, and contractual commitments.
• Lead day-to-day IT Infrastructure Operations, including Data Center, Server, Storage, Network, Cloud, and End User Services.
• Own and govern ITIL processes, including:
• Incident Management
• Problem Management
• Change Management
• Release Management
• Service Request Management
• Knowledge Management
• Drive operational governance through Daily, Weekly, Monthly, and Quarterly Service Reviews.
• Facilitate CAB/ECAB meetings and ensure successful implementation of planned changes.
• Manage Major Incidents, business-critical escalations, and executive stakeholder communications.
• Conduct Root Cause Analysis (RCA) and Post Incident Reviews (PIR) and drive corrective actions.
• Develop and execute Continuous Service Improvement (CSI) initiatives and Service Improvement Plans (SIPs).
• Monitor and improve operational KPIs, SLA performance, service availability, CSAT, and NPS metrics.
• Build strong relationships with customers, business stakeholders, and leadership teams.
• Manage vendor and partner relationships to ensure seamless multi-vendor service delivery.
• Lead and mentor onsite and offshore delivery teams while ensuring optimal resource utilization.
• Support infrastructure modernization, automation, AI, and AIOps initiatives.
• Ensure compliance with security, audit, risk, and governance requirements.
• Drive operational efficiency through process optimization and automation.

Preferred Skills

• Exposure to Cloud Platforms such as Azure, AWS, or GCP.
• Experience with Infrastructure Automation and Orchestration tools.
• Knowledge of AIOps, Digital Transformation, and Service Modernization initiatives.
• Strong analytical, reporting, and governance skills.
• Experience supporting large enterprise customers in managed services environments.

Role: Service Delivery Manager
Experience: 12-20 Years
Location: Pune
Mandatory Certification: ITIL
Core Skills: IT Infrastructure Services, Data Center Operations, ITSM, Managed Services Delivery, Customer Management, Service Governance
Leadership Exposure: Global Onsite & Offshore Team Management
Domain Expertise: Infrastructure Operations, Managed Services, Enterprise Service Delivery, ITIL Governance, Data Center Management