Service Delivery Manager

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

Job summary

Tata Consultancy Services in Chennai seeks a seasoned Service Delivery Manager to oversee IT infrastructure services, ITSM processes, and data center operations for enterprise clients. You will drive service quality, governance, and customer satisfaction in a globally distributed delivery model.

The role requires leadership of both onsite and offshore teams, strong incident management, and ongoing service improvements aligned with contractual commitments.

Qualifications

• Minimum 10 years of experience in IT Infrastructure Services.
• Minimum 4+ years of Service Delivery Management experience for enterprise customers.
• Strong experience in Data Center and Infrastructure Operations.
• Proven ITSM and ITIL process expertise.
• Experience handling critical incidents, escalations, governance reviews.

Responsibilities

• Ensure high-quality service delivery and operational excellence.
• Lead cross-functional teams to meet enterprise customer expectations.
• Maintain adherence to ITIL best practices and governance reviews.
• Manage incidents, major outages, and customer communications.
• Drive continuous service improvement and KPI/SLA optimization.

Skills

IT Infrastructure Services

IT Service Management

Data Center Operations

Managed Services Delivery

ITIL Certification

Education

ITIL Certification

Job description

Job Position : Service delivery Manager

Exp-Range-12 -20Years

Required Tech stack :Service Delivery Manager , Data center operation, IT Infrastructure Services, IT Service Management , Managed Services Delivery

Interview Date :

Interview mode :

Venue : Chennai

We are seeking an experienced Service Delivery Manager with a strong background in IT Infrastructure Services, IT Service Management (ITSM), Data Center Operations, and Managed Services Delivery. The ideal candidate will be responsible for ensuring high-quality service delivery, driving operational excellence, managing enterprise customers, leading cross-functional teams, and maintaining adherence to ITIL best practices.

Must Have :

• Minimum 10years of experience in IT Infrastructure Services.
• Minimum 4+ years of Service Delivery Management experience supporting enterprise customers.
• Strong experience managing Data Center and Infrastructure Operations.
• Proven expertise in ITSM and ITIL processes.
• Experience handling critical incidents, customer escalations, and governance reviews.
• Experience managing global onsite and offshore teams.
• ITIL Certification (Mandatory).
• Manage end-to-end service delivery for enterprise customers, ensuring compliance with SLAs, OLAs, 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, Problem, Change, Release, Service Request, and Knowledge Management.
• Drive service governance through daily, weekly, monthly, and quarterly operational reviews.
• Facilitate CAB/ECAB meetings and ensure successful implementation of planned changes.
• Manage Major Incidents, business escalations, and executive communications during critical outages.
• Conduct Root Cause Analysis (RCA), 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, CSAT, NPS, and service health metrics.
• Build strong relationships with customers, stakeholders, and business leaders.
• Manage vendor relationships and ensure delivery alignment across multiple service providers.
• Lead onsite and offshore delivery teams and ensure effective resource utilization.
• Support infrastructure transformation, automation, AI, and AIOps initiatives.
• Ensure compliance with security, audit, and organizational governance standards.
• Drive operational efficiencies through process optimization and automation.