Service Delivery Lead

Tata Consultancy Services; Pune District; On-site; INR 3,000,000 - 4,500,000; Full time

Job summary

Tata Consultancy Services in Pune seeks a seasoned Service Delivery Lead to manage end-to-end service delivery for enterprise clients. This role emphasizes SLA compliance, governance, stakeholder management, and continued service improvement in large IT environments.

You will drive incident, problem, change, and release processes, lead distributed teams, and deliver executive dashboards and reports to clients and leadership.

Qualifications

• 12+ years of experience in IT service delivery and operations.
• Strong ITIL-based governance, incident, problem, change and release management.
• Proven ability to manage SLA/KPI performance and vendor relationships.

Responsibilities

• Lead service delivery operations for assigned accounts and programs.
• Ensure adherence to SLAs, KPIs, OLAs and contractual commitments.
• Conduct governance meetings, customer reviews and escalations as needed.
• Drive incident, problem, change, release and service request management processes.
• Coordinate with delivery, infra, applications, cloud and support teams.
• Monitor delivery performance and implement continuous improvement initiatives.
• Build and nurture customer relationships as the primary service delivery contact.

Skills

IT Service Management

Service Delivery Management

ITIL Framework

Incident, Problem, Change & Release Mg

Service Governance & Reporting

SLA/KPI Management

Stakeholder & Customer Management

Risk & Compliance Management

Vendor Management

Governance Meetings & Escalations

Executive Dashboards & Reporting

Job description

Service Delivery Lead

Job Summary

We are seeking an experienced Service Delivery Lead to manage end-to-end service delivery for enterprise customers. The role involves driving operational excellence, customer satisfaction, SLA compliance, governance, stakeholder management, and continuous service improvement across large-scale IT environments.

Experience

Experience: 12+ Years

Location

Location: Pune

Employment Type

Employment Type: Full-Time

Key Responsibilities

• Lead service delivery operations for assigned accounts/programs.
• Ensure adherence to SLAs, KPIs, OLAs, and contractual commitments.
• Manage service governance meetings, customer reviews, and escalations.
• Drive incident, problem, change, release, and service request management processes.
• Collaborate with delivery, infrastructure, application, cloud, and support teams.
• Monitor delivery performance and implement continuous improvement initiatives.
• Manage customer relationships and act as the primary service delivery contact.
• Drive automation, process optimization, and operational efficiency programs.
• Prepare service reports, dashboards, and executive-level presentations.
• Manage risks, compliance requirements, and audit activities.
• Lead geographically distributed teams and vendor management activities.

Mandatory Skills

• IT Service Management (ITSM)
• Service Delivery Management
• ITIL Framework
• Incident, Problem, Change & Release Management
• Service Governance & Reporting
• SLA/KPI Management
• Stakeholder & Customer Management
• Risk & Compliance Management
• Vendor Management