Service Delivery Manager

Tata Consultancy Services Limited; Burlington (NJ); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Discretionary Incentive

Medical Coverage

Parental Leaves

Identity Protection

Commuter Benefits

Training Reimbursement

Vacation & Holidays

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Global delivery

ITIL frameworks

ServiceNow ITSM

Governance & operations

Budget & resources

Disaster recovery

Stakeholder mgmt

Peak-season readiness

Job description

• 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


• Infrastructure Operations (Network, Server, Database, Cloud, Storage, Backup, End User Computing)


• Major Incident Management and Escalation Handling


• Service Level Agreement (SLA) and KPI Management


• Vendor and Stakeholder Management


• Transition and Transformation Management


• Service Desk, Core Datacenter towers (Windows, Unix, Database, Storage, Network, Voice) IT Operations Monitoring and Command Center Management


• Risk, Compliance, Audit, and Security Governance


• Cloud Platforms (Azure) and Hybrid Infrastructure


• Budget, Financial, and Resource Management


• Automation, Shift-Left, and Continuous Service Improvement (CSI)


• 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.


• Support audits, compliance, security, and risk management initiatives.


• Drive transition, transformation, and modernization programs.


• Monitor service health, backlog, aging tickets, and operational metrics.


• Collaborate with Offshore team, Technical architects and Tower leads to resolve complex issues.


• Lead peak season readiness, business continuity, and disaster recovery planning.

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: Aut& 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.