TCS IS HIRING FOR SDM

Tata Consultancy Services; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Tata Consultancy Services in Pune invites an experienced Service Delivery Manager to oversee ITIS delivery, monitor SLAs, KPIs, and operations dashboards to ensure timely deviations are corrected.

You will govern incident, problem and change management per ITIL, lead onshore/offshore delivery teams, mentor staff, and drive service improvements while coordinating governance calls with stakeholders.

Responsibilities

• Monitor SLAs, KPIs, operations dashboards, and ensure deviations are corrected promptly.
• Govern Incident, Problem, and Change management processes in compliance with ITIL.
• Conduct root-cause analysis and drive long-term solutions for recurring issues.
• Coordinate service transition and ensure operational readiness for new deployments.
• Manage the Life Cycle Management across the Infrastructure Landscape within the End of Life.
• Act as the primary point of contact for client stakeholders, ensuring expectations are met.
• Handle escalations and customer complaints, ensuring timely and effective resolution.
• Represent ITIS delivery in governance calls, CAB meetings, and steering committees.
• Lead onshore/offshore delivery teams and vendor resources supporting infrastructure operations.
• Mentor and coach team members; ensure performance reviews, skill development, and operational readiness.
• Ensure effective resource utilization and staffing for continuous service delivery.
• Drive service improvement initiatives to enhance stability, efficiency, and customer satisfaction.
• Implement best practices from ITIL, TCS frameworks, and global IT services benchmarks.
• Enable automation opportunities and process optimization across operations.
• Oversee service provider performance, ensuring contract deliverables are met.
• Manage procurement of IT hardware, software, and support services as required.
• ITIL Foundation / Intermediate (mandatory in many ITIS accounts)
• PMP / PRINCE2 – beneficial for governance-heavy accounts
• Industry references list ITIL, PMP, PRINCE2, and more as typical SDM certifications.
• Strong understanding of infrastructure domains (server, storage, virtualization, cloud).
• Working knowledge of service management tools (ServiceNow).
• Excellent communication and stakeholder management capabilities.
• Strong analytical problem solving and strategic thinking.
• Ability to manage large teams in fast paced enterprise environments.

Job description

• Monitor SLAs, KPIs, operations dashboards, and ensure deviations are corrected promptly.
• Govern Incident, Problem, and Change management processes in compliance with ITIL.
• Conduct root-cause analysis and drive long-term solutions for recurring issues.
• Coordinate service transition and ensure operational readiness for new deployments.
• Manage the Life Cycle Management across the Infrastructure Landscape within the End of Life.
• Act as the primary point of contact for client stakeholders, ensuring expectations are met.
• Handle escalations and customer complaints, ensuring timely and effective resolution.
• Represent ITIS delivery in governance calls, CAB meetings, and steering committees.
• Lead onshore/offshore delivery teams and vendor resources supporting infrastructure operations.
• Mentor and coach team members; ensure performance reviews, skill development, and operational readiness.
• Ensure effective resource utilization and staffing for continuous service delivery.
• Drive service improvement initiatives to enhance stability, efficiency, and customer satisfaction.
• Implement best practices from ITIL, TCS frameworks, and global IT services benchmarks.
• Enable automation opportunities and process optimization across operations.
• Oversee service provider performance, ensuring contract deliverables are met.
• Manage procurement of IT hardware, software, and support services as required.
• ITIL Foundation / Intermediate (mandatory in many ITIS accounts)
• PMP / PRINCE2 – beneficial for governance-heavy accounts
• Industry references list ITIL, PMP, PRINCE2, and more as typical SDM certifications.
• Strong understanding of infrastructure domains (server, storage, virtualization, cloud).
• Working knowledge of service management tools (ServiceNow).
• Excellent communication and stakeholder management capabilities.
• Strong analytical problem solving and strategic thinking.
• Ability to manage large teams in fast paced enterprise environments.