Service Delivery Manager

Tata Consultancy Services; Taguig; On-site; PHP 3,000,000 - 4,800,000; Full time

Job summary

Tata Consultancy Services in the Philippines is hiring for a senior Infrastructure Operations Leader to own end-to-end delivery across data centers, campus sites, and cloud environments.

You will provide executive reporting on service health, risks, and performance trends while guiding a team of 200+ associates across multiple towers and partners. This role emphasizes ITIL governance, cross-functional collaboration, and continuous improvement.

Qualifications

• 15+ years of experience in Infrastructure Services or service delivery.
• 8+ years in senior service delivery or program leadership roles.
• Experience leading large, multi-disciplinary teams of 200+ associates in a 24x7 environment.
• Experience supporting data centers, campuses, branches, and hybrid cloud setups.
• Strong knowledge of ITIL-based service management and continuous improvement.
• Experience managing multiple vendors, budgets, and complex service portfolios.
• Experience in BFSI or other regulated environments is preferred.
• Bachelor degree in Engineering, Computer Science, Information Technology, or related discipline; postgrad qualification advantageous.

Responsibilities

• Own end-to-end delivery of infrastructure operations across data centers, campus sites, and cloud environments.
• Provide executive reporting on service health, risks, performance trends, capacity, and improvement plans.
• Lead a workforce of 200+ associates across towers, locations, shifts, and partners.
• Govern Incident, Major Incident, Problem, Change, Release, Capacity, and Availability management.
• Lead governance reviews with concise performance and risk reporting for stakeholders.
• Translate business priorities into infrastructure roadmaps, capacity plans, and service enhancements.
• Drive automation, observability, and self-healing initiatives to improve MTTR and availability.

Skills

Networking

Database platforms

Unix/Linux

Windows Server

Kubernetes/OpenShift

Cloud platforms

Storage & backup

Security operations

ITIL governance

Vendor management

Leadership

Education

Bachelor's degree in Engineering, Computer Science, IT

Tools

OpenShift

Kubernetes

Azure

AWS

Job description

• Own end-to-end delivery of infrastructure operations across data centers, campus sites, branch locations, container platforms, and cloud environments.
• Ensure achievement of contractual SLAs, OLAs, KPIs, availability commitments, and service-quality targets.
• Provide clear executive reporting on service health, risks, performance trends, capacity, and improvement plans.
• Act as the single point of accountability for service performance, escalations, and customer satisfaction.

Infrastructure Operations Management

• Provide leadership across Network, Database, Unix, Linux, Windows, Middleware, Branch Server, OpenShift, Cloud, Virtualization, Storage, Backup, Disaster Recovery, Active Directory, and Identity Services.
• Ensure platform availability, performance, capacity, patching, lifecycle management, monitoring, and operational readiness.
• Coordinate technology towers to resolve cross-platform issues and deliver integrated infrastructure outcomes.
• Maintain operational documentation, standards, runbooks, support models, and escalation matrices.

People and Organization Leadership

• Lead, engage, and develop a workforce of 200+ associates across multiple technology towers, locations, shifts, and service partners.
• Manage workforce planning, staffing, onboarding, utilization, skills alignment, succession planning, and retention.
• Coach tower leads, service managers, subject-matter experts, and engineering teams.
• Build a culture of ownership, collaboration, inclusion, innovation, and continuous learning.

Service Management and Operational Governance

• Govern Incident, Major Incident, Problem, Change, Release, Capacity, Availability, Configuration, and Service Continuity Management.
• Lead critical incident response, stakeholder communications, root-cause analysis, corrective actions, and prevention tracking.
• Establish service reviews, operating rhythms, control mechanisms, escalation paths, and continuous service improvement plans.
• Drive improvements in MTTR, incident recurrence, change success, automation coverage, availability, and customer experience.

Customer, Stakeholder, and Vendor Management

• Build trusted relationships with business stakeholders, platform owners, application teams, security, compliance, procurement, and executive leadership.
• Lead weekly, monthly, and quarterly governance reviews with concise performance, risk, and decision-oriented reporting.
• Manage multi-vendor and partner performance against contractual commitments and improvement plans.
• Translate business priorities into infrastructure roadmaps, capacity plans, and service enhancements.

Financial and Commercial Management

• Manage budgets, forecasts, resource utilization, cost controls, and financial performance for the service portfolio.
• Drive cost optimization across labor, licensing, infrastructure consumption, maintenance, and cloud services.
• Support statements of work, contract governance, demand planning, service expansion, and commercial discussions.
• Balance operational resilience, customer outcomes, and cost efficiency in investment decisions.

Risk, Security, Compliance, and Resilience

• Ensure compliance with organizational policies, cybersecurity standards, audit requirements, contractual controls, and applicable regulatory obligations.
• Govern patching, vulnerability remediation, privileged access, hardening, backup assurance, disaster recovery testing, and business continuity readiness.
• Maintain service risks, dependencies, exceptions, mitigation actions, and executive escalation mechanisms.
• Promote a control-conscious operating model suitable for critical and regulated environments.

Transformation and Continuous Improvement

• Drive automation, infrastructure-as-code, observability, AIOps, self-service, and self-healing opportunities.
• Lead platform modernization, technology refresh, cloud adoption, consolidation, standardization, and technical-debt reduction.
• Use operational data to identify recurring failure patterns, productivity opportunities, and service-quality improvements.
• Embed measurable benefits realization and structured change adoption into transformation initiatives.

Required Experience and Qualifications

• 15+ years of experience in Infrastructure Services, technology operations, or service delivery.
• 8+ years in senior service delivery, operations, or program leadership roles.
• Demonstrated experience leading large, multi-disciplinary teams of 200+ associates in a 24x7 environment.
• Experience supporting enterprise data centers, campus sites, branches, hybrid cloud, and business-critical platforms.
• Strong knowledge of ITIL-based service management, operational governance, major incident management, and continuous improvement.
• Experience managing multiple vendors, contracts, senior stakeholders, budgets, and complex service portfolios.
• Experience in BFSI or another highly regulated environment is preferred.
• Bachelor degree in Engineering, Computer Science, Information Technology, or a related discipline. Postgraduate management qualification is advantageous.

Technical and Domain Knowledge

• Enterprise networking: LAN, WAN, SD-WAN, wireless, routing, switching, firewalls, load balancers, and network monitoring.
• Database platforms: Oracle, Microsoft SQL Server, MySQL, PostgreSQL, MongoDB, and related operational services.
• Unix, Linux, Windows Server, directory services, virtualization, middleware, and branch server platforms.
• Kubernetes and Red Hat OpenShift platform operations, including availability, capacity, upgrades, monitoring, and support governance.
• Public, private, and hybrid cloud services, preferably Microsoft Azure and/or AWS.
• Storage, backup, recovery, disaster recovery, infrastructure monitoring, observability, automation, and configuration management.
• Security operations, vulnerability remediation, patch governance, privileged access, audit evidence, and control compliance.