Service Delivery Transformation & Automation Lead

Tata Consultancy Services Limited; Chattanooga (TN); On-site; USD 130,000 - 150,000; Full time

Benefits offered by this job

Discretionary Annual Incentive

Medical Coverage

Parental Leave

401K Plan

Job summary

Tata Consultancy Services in Chattanooga, TN seeks a senior Transformation lead to drive Service Improvement, Automation, and AI initiatives across in-scope digital workplace towers.

You will Chair governance boards, manage improvement programs, and partner with cross-functional teams to realize measurable benefits. Leadership in ITIL processes and enterprise automation is required.

Qualifications

• 12-15 years in IT service delivery, transformation, or managed services with senior leadership.
• Transformation strategy, roadmap, portfolio prioritization, and governance.
• Automation, AI, self-service, and Power Platform use cases.
• Strong knowledge of ServiceNow ITSM, Now Assist, and Power Platform.
• Benefits realization, KPI measurement, and executive reporting.
• AI operating models and guardrails.

Responsibilities

• Own the Service Improvement, Transformation, Automation, and AI delivery roadmap across in-scope digital workplace towers.
• Maintain a prioritized Continual Improvement Register with baseline, owner, dependencies, target dates, expected benefits, and realized outcomes.
• Chair weekly improvement sessions and support governance boards and executive reviews.
• Identify opportunities from ticket drivers, incidents, CSAT, and knowledge gaps.
• Assess and prioritize initiatives based on impact, risk, feasibility, and platform fit.
• Translate improvement opportunities into designs, delivery plans, pilots, test evidence, and runbooks.
• Lead automation initiatives using ServiceNow/Now Assist, Power Platform, and approved AI platforms.
• Drive self-service, shift-left, and intelligent routing through automation.

Skills

Artificial Intelligence

ITSM

Education

Bachelor of Computer Science

Job description

Job Description

Must Have Technical/Functional Skills

• 12-15 years of IT service delivery, transformation, automation, or managed services experience with senior leadership responsibility
• Transformation strategy, roadmap, portfolio prioritization, and Service Improvement Plan governance (scope, milestones, stage gates, outcome measures, dependencies, benefit realization)
• Automation, AI, self-service, self-heal, Power Platform, ServiceNow/Now Assist, and agentic AI use cases
• Strong knowledge of ServiceNow ITSM, Now Assist, Virtual Agent, Predictive Intelligence, Nexthink, Intune/MECM, Jamf, AVD/Horizon, Power Platform, and automation integration patterns
• Benefits realization, baselining, KPI/XLA measurement, value tracking, and executive reporting (contact reduction, autonomous resolution, CSAT, DEX, patching, packaging, knowledge coverage)
• Program governance, stage gates, CAB, risk, security, AI guardrails, and compliance; strong ITIL, CSI, incident, problem, change, release, and audit knowledge
• AI operating models, responsible-AI guardrails, approval controls, human-in-the-loop processes, and automation registries
• Cross-tower leadership across Service Desk, VDI, DEX, HAM, Mac, WIT, and Workforce Automation
• Coding is not mandatory; strong understanding of workflow automation, AI, Power Platform, ServiceNow, APIs, and analytics required

Roles & Responsibilities

• Own the Service Improvement, Transformation, Automation, and AI delivery roadmap across in-scope digital workplace towers
• Maintain a prioritized Continual Improvement Register with baseline, value hypothesis, owner, dependencies, target dates, expected benefits, and realized outcomes
• Chair weekly improvement working sessions and support the Monthly Improvement Board, Security and AI Council, stage-gate, and quarterly executive reviews
• Identify opportunities from ticket drivers, repeat contacts, reopened incidents, RCA records, Nexthink signals, CSAT comments, knowledge gaps, patch exceptions, and failed automations
• Assess and prioritize initiatives based on demand reduction, user impact, risk, compliance, feasibility, platform fit, and customer effort
• Translate improvement opportunities into approved designs, delivery plans, pilots, test evidence, CAB submissions, rollback plans, runbooks, and adoption activities
• Lead automation initiatives using ServiceNow/Now Assist, Virtual Agent, Nexthink Remote Actions, Power Platform, Entra ID, Intune/MECM, Jamf, AVD/Horizon, and approved AI platforms
• Drive self-service, self-heal, shift-left, agent assist, AI triage, intelligent routing, automation monitoring, endpoint remediation, and agentic orchestration use cases
• Establish measurement formulas, data sources, exclusions, quality guardrails, and signed-off baselines using ServiceNow and approved tower tools
• Track contact reduction, autonomous-resolution rate, fallback, self-service adoption, DEX, knowledge coverage, vulnerability-remediation speed, packaging turnaround, and validated benefits
• Validate benefits 60-90 days after go-live and ensure repeat contacts and CSAT remain within approved guardrails
• Coordinate tower leads, solution architects, automation engineers, AI CoE, platform engineering, security, IAM, application owners, vendors, and business stakeholders
• Manage transformation risks, dependencies, access, licenses, environments, approvals, resource requirements, and change-control decisions
• Ensure AI and automation solutions comply with security, privacy, auditability, least privilege, human approval, and responsible-use requirements
• Produce roadmap, scorecard, benefits, adoption, risk, dependency, automation registry, and executive-governance reporting
• Drive knowledge transfer, capability building, reusable assets, standards, playbooks, and transition of approved solutions into BAU support
• Act as the senior US-based transformation lead, aligning service-delivery outcomes with business priorities and measurable customer value

Generic Managerial Skills, If any

• Executive communication and stakeholder influence
• Strategic thinking and outcome-oriented program leadership
• Business-case development, prioritization, and benefits realization
• Cross-functional leadership, negotiation, and conflict resolution
• Structured governance, risk management, and decision-making

Salary Range

$130,000 - $150,000 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.
• Convenie nce & 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.

Location

Chattanooga, TN

Function

TECHNOLOGY

Role

Lead

ID

438560

Skills

Artificial Intelligence | ITSM

Salary Range

$130,000 - $150,000

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Desired Candidate Profile

Qualifications

BACHELOR OF COMPUTER SCIENCE