Global Infrastructure Delivery Lead

Tata Consultancy Services Limited; Burlington (NJ); Presencial; USD 120.000 - 160.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Discretionary Incentive

Medical Coverage

Parental Leaves

Identity Protection

Commuter Benefits

Training Reimbursement

Vacation & Holidays

Descripción de la vacante

Tata Consultancy Services Limited is seeking an experienced Service Delivery Manager to lead global delivery teams across onsite, offshore, and nearshore locations. You will own end-to-end infrastructure service delivery, ensure SLA/KPI performance, and drive governance and continuous improvement initiatives.

The role emphasizes managing incidents, changes, and requests, with a focus on executive communication and cross-functional collaboration to maintain availability and reliability of complex

Formación

• Proven experience leading global delivery teams across Onsite, Offshore, and Nearshore locations.
• End-to-end Infrastructure Service Delivery Management.
• ITIL Framework (Incident, Problem, Change, Request, Knowledge, Service Level Management).
• ServiceNow ITSM and reporting.
• Service Delivery Governance and Operations Management.

Responsabilidades

• Lead service delivery across Onsite, Offshore, and Nearshore teams ensuring seamless service execution.
• Own service performance against SLAs, KPIs, and contractual commitments.
• Manage Incident, Problem, Change, and Request Management processes.
• Drive Major Incident resolution and executive communications.
• Establish operational governance with customers, vendors, and internal teams.
• Lead weekly, monthly, and quarterly service reviews.
• Identify and execute service improvement and automation opportunities.
• Ensure infrastructure availability, reliability, and performance.
• Manage customer escalations and drive timely resolution.
• Oversee resource planning, utilization, and capacity management.

Conocimientos

Global delivery

ITIL frameworks

ServiceNow ITSM

Governance & operations

Budget & resources

Disaster recovery

Stakeholder mgmt

Peak-season readiness

Descripción del empleo

Tata Consultancy Services Limited is seeking an experienced Service Delivery Manager to lead global delivery teams across onsite, offshore, and nearshore locations. You will own end-to-end infrastructure service delivery, ensure SLA/KPI performance, and drive governance and continuous improvement initiatives.

The role emphasizes managing incidents, changes, and requests, with a focus on executive communication and cross-functional collaboration to maintain availability and reliability of complex