Delivery Manager

Tata Consultancy Services; Columbus (OH); On-site; USD 140,000 - 150,000; Full time

Benefits offered by this job

Discretionary Incentive

Medical Coverage (Health)

Maternal & Parental Leaves

401K Plan

Certification & Training Reimbursement

Vacation & Holidays

Job summary

Tata Consultancy Services in Columbus, OH is seeking a client relationship leader to own accounts and drive growth. You will interface between client leadership and TCS, build senior stakeholder relationships, and ensure overall engagement health during onsite delivery.

Responsibilities include governance, SLA/KPI adherence, and cross-portfolio delivery while coordinating onsite and offshore teams to align with client priorities and renewals.

Qualifications

• Must have strong customer facing skills.
• Experience owning client relationships and accounts.
• Ability to interface between client leadership and TCS.
• Experience delivering governance and executive reporting.

Responsibilities

• Enable farming of account and develop growth opportunities.
• Client Relationship & Account Ownership; act as primary interface between client leadership and TCS.
• Build relationships with Directors, Business Heads, and Account Stakeholders.
• Own overall account satisfaction (CSAT/CSI) and engagement health.
• Represent TCS as the face of delivery onsite.
• Drive integrated delivery across portfolios with SLA/KPI adherence.
• Oversee incident/problem/change governance and production stability.
• Understand client priorities and translate into enhancements/projects/transformations.
• Lead governance forums and present SLA/KPI performance and risks.
• Support contract renewals, pricing, and commercial discussions.

Skills

Customer facing skills

Account ownership

Client relationships

Governance reporting

Onsite coordination

Education

Bachelor of Computer Science

Job description

• Enable farming of account and develop growth opportunities
• Client Relationship & Account Ownership
• Act as primary interface between client leadership and TCS
• Build strong relationships with Directors, Business Heads, and Account Stakeholders
• Own overall account satisfaction (CSAT/CSI) and engagement health
• Represent TCS as the face of delivery at onsite

Job Description

Must Have Technical/Functional Skills

• Strong Customer facing skills
• Enable farming of account and develop growth opportunities

Roles & Responsibilities

• Client Relationship & Account Ownership
• Act as primary interface between client leadership and TCS
• Build strong relationships with Directors, Business Heads, and Account Stakeholders
• Own overall account satisfaction (CSAT/CSI) and engagement health
• Represent TCS as the face of delivery at onsite

End-to-End Service Ownership (Across Towers/Portfolios)

• Drive integrated delivery across various portfolios
• Ensure SLA/KPI adherence, quality, and timeliness of deliverables
• Oversee:
• Incident / Problem / Change governance
• Production stability and business continuity

Demand Management & Business Alignment

• Understand client business priorities (Utilities domain – grid, billing, trading, compliance)
• Convert business needs into:
• Enhancements
• Projects
• Transformation initiatives
• Work with delivery teams to shape solutions and execution strategy

Governance & Executive Reporting

• Lead all governance forums:
• Weekly operational reviews
• Monthly PMR / QBR
• Leadership connects
• Present:
• SLA/KPI performance
• Risks & mitigation plans
• Improvement roadmap
• Track and ensure closure of actions from governance meetings

Financial & Commercial Accountability

• Own account-level metrics:
• Revenue realization
• Resource utilization
• Gross margin
• Identify growth opportunities (new SoW, additional applications scope)
• Support contract renewals, pricing, and commercial discussions

Risk & Escalation Management

• Identify delivery risks proactivel y:
• Resource gaps (e.g., onsite bandwidth issues)
• SLA/KPI risks
• Manage:
• Client escalations
• Critical incidents with high business impact
• Drive RCA‑based corrective and preventive actions

Onsite–Offshore Coordination

• Ensure seamless coordination between:
• Onsite team (client‑facing)
• Offshore delivery teams
• Maintain structured cadence:
• Daily ops calls
• Weekly service reviews
• Leadership connects
• Enable alignment on priorities, risks, and deliverables

Client Feedback & Continuous Improvement

• Capture structured client feedback and expectations
• Drive:
• Automation initiatives (RiO, productivity)
• Service improvements
• Innovation adoption
• Translate feedback into actionable improvement plans

Compliance & Utilities Domain Governance

• Ensure adherence to:
• Security standards (e.g., NERC/CIP for utilities)
• Audit and compliance requirements
• Align delivery with:
• Regulatory standards
• Customer‑specific policies

Salary Range: $140,000 -$150,000 year

TCS Employee Benefits Summary

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support: Maternal & Parental Leaves.
• Insurance Options: Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth: Commuter Benefits & Certification & amp; Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Qualifications:

BACHELOR OF COMPUTER SCIENCE