Service Delivery Manager

Tata Consultancy Services; New York (NY); On-site; USD 100,000 - 140,000; Full time

Benefits offered by this job

Discretionary Incentive

Medical Coverage

Family Leaves

Insurance Options

Training Reimbursement

Time Off & Holidays

401K Plan

Job summary

Tata Consultancy Services is seeking an experienced Infrastructure Operations Manager in New York to lead end-to-end delivery of global infrastructure services. The role focuses on maintaining SLAs and KPIs, performance monitoring, and continuous improvement across data centers, servers, networks, storage, and workplace technologies.

The position emphasizes RCA, incident management, risk assessment, and strong stakeholder collaboration to ensure reliable service delivery and timely upgrades.

Responsibilities

• Own end-to-end delivery of infrastructure services.
• Ensure services meet agreed SLAs, OLAs, and KPIs.
• Monitor service performance, availability, and capacity.
• Drive continuous improvement initiatives to enhance service quality.
• Conduct regular service reviews with stakeholders and customers.
• Ensure timely incident response and escalation management.
• Drive Root Cause Analysis (RCA) and corrective actions.
• Identify recurring issues and implement preventive measures.
• Minimize service disruptions during releases and upgrades.
• Manage daily operations across: Data Centers, Servers (Windows/Linux), Network Infrastructure, Storage & Backup, Command Center operations, Workplace Technologies

Skills

Project delivery

Root Cause Analysis

Stakeholder management

SLA/OLA/KPI mgmt

Performance monitoring

Continuous improvement

Service reviews

Incident escalation

Risk assessment

Data center ops

Server & network ops

Job description

• Project Delivery & Transition Management


• Root Cause Analysis (RCA)


• Business Continuity & Disaster Recovery Planning


• Stakeholder Management


• Own end-to-end delivery of infrastructure services.


• Ensure services meet agreed SLAs, OLAs, and KPIs.


• Monitor service performance, availability, and capacity.


• Drive continuous improvement initiatives to enhance service quality.


• Conduct regular service reviews with stakeholders and customers.


• Ensure timely incident response and escalation management.


• Drive Root Cause Analysis (RCA) and corrective actions.


• Identify recurring issues and implement preventive measures.


• Minimize service disruptions during releases and upgrades.


• Assess risks associated with infrastructure modifications.


• Manage daily operations across: Data Centers, Servers (Windows/Linux), Network Infrastructure, Storage & Backup, Command Center operations, Workplace Technologies

Job Description

• Infrastructure Operations Management


• Vendor and OEM Management


• Project Delivery & Transition Management


• Root Cause Analysis (RCA)


• Technical Escalation Management


• Business Continuity & Disaster Recovery Planning


• Stakeholder Management

Roles & Responsibilities

• Own end-to-end delivery of infrastructure services.


• Ensure services meet agreed SLAs, OLAs, and KPIs.


• Monitor service performance, availability, and capacity.


• Drive continuous improvement initiatives to enhance service quality.


• Conduct regular service reviews with stakeholders and customers.


• Ensure timely incident response and escalation management.


• Drive Root Cause Analysis (RCA) and corrective actions.


• Identify recurring issues and implement preventive measures.


• Minimize service disruptions during releases and upgrades.


• Assess risks associated with infrastructure modifications.


• Manage daily operations across: Data Centers, Servers (Windows/Linux), Network Infrastructure, Storage & Backup, Command Center operations, Workplace Technologies

Salary Range

$100,000-$140,000 a 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 & Training Reimbursement.a


• Time Off: Vacation, Time Off, Sick Leave & Holidays.


• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.