Service Delivery Manager

Tata Consultancy Services; Bengaluru; On-site; INR 1,400,000 - 1,900,000; Full time

Job summary

Tata Consultancy Services, Bengaluru, seeks an experienced IT Service Desk leader to oversee requests, incidents and problems, coordinating urgent and complex support for internal and external clients.

You will act as escalation point, develop processes, identify root causes, and maintain knowledge bases and SLA frameworks to ensure reliable IT support.

Strong leadership, communication and client handling skills are essential to mentor staff and improve service delivery.

Qualifications

• Must have solid experience in IT Service Desk leadership and incident management.
• Need strong client handling and team collaboration skills.
• Ability to drive escalation processes and knowledge management.

Responsibilities

• Oversee 100% of requests, incidents and problems; coordinate urgent and complex support.
• Act as escalation point for all requests and incidents; develop escalation processes.
• Determine root cause and communicate findings to internal/external customers.
• Oversee solutions repository; ensure high quality solutions and SLA adherence.
• Develop frameworks to improve customer IT support and advise management on escalation needs.

Skills

IT IS Service Desk

Leadership

Communciation

Client Handling Skills

Team Skills

Job description

Role & responsibilities

Desired Competencies (Technical/Behavioral Competency)

Must-Have**

(Ideally should not be

more than 3-5)

• IT IS Service Desk


• Leadership


• Communciation


• Client Handling Skills


• Team Skills

Good-to-Have

• Employee Relationship Skills


• Manage Attrition


• Convincing Skills


• Speaking with numbers


• PI Skills

Responsibility of / Expectations from the Role

• 1 Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues.


• 2 Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.


• 3 Determine root cause of issues and communicate appropriately to internal and external customers.


• 4 Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance.


• 5 Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.