Service Delivery Manager

Tata Consultancy Services Limited; Alpharetta (GA); On-site; USD 120,000 - 140,000; Full time

Benefits offered by this job

Discretionary incentive

Medical coverage

Certification & training reimbursement

Time off & holidays

Job summary

Tata Consultancy Services in Alpharetta, GA is seeking a Senior Engineer to lead end-to-end service delivery, drive AI adoption, and manage global delivery teams. You will engage stakeholders, oversee SLAs/KPIs, and drive continuous service improvements.

The role requires strong leadership, governance, and customer relationship skills, plus hands-on SAP change management, Azure, and AI capabilities. This position sits in a technology function with opportunities for growth.

Qualifications

• Expert-level stakeholder management and engagement with customers and leaders.
• Experience driving service performance reviews, SLA/KPI governance, and improvement.
• Ability to review demand and identify growth opportunities with revenue pipeline.
• AI fluency with certification and ability to apply AI in service transformation.
• Strong leadership, governance, and customer relationship skills.
• Experience in global delivery and managed services environments.
• Experience leading large onshore-offshore teams with consulting background.
• Hands-on SAP change management, release management, and Azure middleware exposure.

Responsibilities

• Lead end-to-end service delivery, ensuring SLAs, KPIs, and commitments.
• Conduct regular Service Performance Reviews with customers and stakeholders.
• Build relationships with customer stakeholders as trusted advisor and escalation point.
• Review demand forecasts and maintain revenue-generating opportunities.
• Ensure operational excellence via incident, problem, change, and risk management.
• Lead governance meetings, executive reviews, and service improvement initiatives.
• Drive resource planning, capacity management, and financial governance.
• Promote AI adoption and digital transformation for efficiency and outcomes.
• Demonstrate AI fluency and identify practical AI use cases in service delivery.
• Demonstrate knowledge of SAP, Azure, AI, integration, and networks.
• Lead and mentor global delivery teams with accountability and continuous improvement.

Skills

Stakeholder management

Service performance reviews

Growth opportunities forecasting

AI fluency

Communication

Global delivery experience

Onshore-offshore team handling

SAP change management

Azure cloud

Education

Bachelor of Computer Science

Tools

SAP

Azure Integration Services

AI technologies

Integration

Servers

Virtual machines

Firewalls

Networks

Job description

Must-Have Technical and Functional Skills

• Expert-level stakeholder management with proven ability to engage customers, business leaders, and cross-functional teams.
• Strong experience in driving Service Performance Reviews, SLA/KPI governance, operational excellence, and continuous service improvement.
• Proven ability to review customer demand, identify growth opportunities, and maintain a continuous pipeline of revenue-generating initiatives.
• AI fluency with a mandatory industry-recognized AI certification and demonstrated ability to leverage AI technologies for service transformation, automation, and business value realization.
• Strong communication, leadership, governance, and customer relationship management skills.
• Experience working in global delivery and managed services environments.
• Previous experience handling a large onshore-offshore team model, with consulting experience.
• Hands-on experience and exposure to SAP change management, release management, Azure cloud, and middleware interfaces.

Responsibilities

• Lead end-to-end service delivery operations, ensuring adherence to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and customer commitments.
• Drive regular Service Performance Reviews with customers and internal stakeholders to assess operational health, service quality, risks, and improvement opportunities.
• Build and maintain strong relationships with customer stakeholders, acting as a trusted advisor and primary escalation point for service-related matters.
• Review customer demand forecasts and collaborate with account teams to maintain a continuous pipeline of revenue-generating opportunities and service expansion initiatives.
• Ensure operational excellence through proactive incident, problem, change, and risk management practices.
• Lead governance meetings, executive reviews, and service improvement initiatives to enhance customer satisfaction and business value.
• Drive resource planning, capacity management, and financial governance to support delivery objectives and profitability targets.
• Promote AI adoption and digital transformation initiatives, leveraging AI-driven solutions to improve service efficiency, automation, and customer outcomes.
• Demonstrate AI fluency with a mandatory industry-recognized AI certification and the ability to identify practical AI use cases within service delivery.
• Demonstrate strong technical knowledge of SAP, Azure Integration Services, AI, integration, servers, virtual machines, firewalls, and networks.
• Lead and mentor global delivery teams, fostering a culture of accountability, continuous improvement, innovation, and customer-centricity.

Managerial Skills

• Strong leadership and team management capabilities, with experience leading global, cross-functional, and geographically distributed teams.
• Excellent stakeholder management skills, with the ability to influence and engage customer leadership, business stakeholders, vendors, and internal teams.
• Proven ability to drive customer satisfaction through effective relationship management, proactive communication, and service excellence.
• Strong decision-making and problem-solving skill s, with the ability to manage critical situations, escalations, and business risks.
• Experience conducting executive governance meetings, service reviews, and strategic business discussions with senior leadership.
• Ability to drive operational excellence, continuous improvement initiatives, and organizational transformation programs.
• Strong financial acumen, with experience in budget management, revenue forecasting, cost optimization, and profitability improvement.
• Excellent planning, prioritization, and resource management skills in a dynamic and fast-paced environment.
• Ability to coach, mentor, and develop team members while fostering a culture of accountability, collaboration, innovation, and continuous learning.
• Strong negotiation and conflict resolution skills, with the ability to manage competing priorities and stakeholder expectations.
• Demonstrated change management capabilities to lead organizational, process, and technology transformation initiatives.
• Strong communication and presentation skills, with the ability to articulate complex business and operational topics to executive audiences.
• AI-first mindset, with the ability to champion AI adoption, automation, and digital transformation initiatives across service delivery organizations.
• Results-oriented leadership style with a focus on service quality, customer success, employee engagement, and business growth. Knowledge of incident management, change management, escalation handling, budget forecasting with customers, multicultural team leadership, and team mentoring.

Salary Range

Salary Range: $120,000 - $140,000 per year

TCS Employee Benefit and 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 & Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Location

Alpharetta, GA

Function

TECHNOLOGY

Role

Senior Engineer

ID

438201

Skills

ITSM

Salary Range

$120,000 - $140,000

Desired Candidate Profile

Qualifications

BACHELOR OF COMPUTER SCIENCE

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