Service Delivery Manager

Join Tata Consultancy Services, Asia Pacific and be part of an organization committed to sustainable development for our future. TCS follows the Tata group philosophy of building sustainable businesses that are rooted in the community and demonstrate care for the environment. Our unique values position us to combine a purpose-driven worldview with digital innovation, collaborating with customers, communities and governments to lead and shape innovative solutions for a sustainable future. TCS has been carbon neutral in its operations across 11 countries, 12 delivery centres and 18 offices in Asia Pacific since 2022. This is only the initial stage in TCS’ journey as we strive to achieve long-term net zero emissions by 2030.

Corporate sustainability is embedded in our triple-bottom-line, focusing on people, the planet, and our purpose. Our offices are designed with eco-friendly features that significantly reduce our carbon footprint and enhance energy efficiency. We actively champion green initiatives, such as promoting paperless operations, implementing energy-efficient practices, and fostering employee engagement in sustainability efforts. When you become part of the TCS family, you will play an essential role dedicated to innovation, excellence, and crafting a brighter, greener future together. Join us and be a part of our mission to drive sustainability through technology and talent at Tata Consultancy Services, APAC today.

Job Title – Service Delivery Manager

Location- Adelaide

Key Competencies

• Technical Knowledge: Familiarity with IT systems, software, hardware, and service management tools.
• In-depth understanding of IT services, service delivery management and continuous service improvements
• Communication: Strong verbal and written communication skills to interact with both technical and non-technical stakeholders.
• Problem-Solving: Ability to think critically and find innovative solutions to service-related issues.
• Leadership: Experience leading teams, mentoring staff, and managing performance.
• Knowledge of ITIL or other service management frameworks.

Strong client-facing skills with a focus on customer service and relationship building.

Key Responsibilities

· Service Delivery Management:

• Ensure the timely and effective delivery of IT services as per Service Level Agreements (SLAs).
• Monitor and measure service performance and customer satisfaction.
• Manage the delivery of services across multiple teams and technologies, ensuring alignment with business needs.
• Stakeholder Management:
• Act as the primary point of contact between the IT department and business units or customers.
• Build strong relationships with stakeholders to understand their needs and ensure service delivery meets expectations.
• Collaborate with business leaders, IT teams, and vendors to resolve issues and improve service delivery.
• Incident and Problem Management:
• Oversee the incident management process, ensuring quick resolution and minimal disruption to services.
• Identify recurring issues and work with relevant teams to find root causes and implement long-term solutions.
• Ensure effective communication with clients regarding service outages or issues.
• Service Improvement:
• Continuously assess and improve the service delivery processes, systems, and tools.
• Identify opportunities for operational efficiency and cost savings.
• Implement and manage service improvement initiatives.
• Team Leadership:
• Lead, mentor, and manage a team of service delivery professionals and IT support staff.
• Ensure the team has the necessary skills and resources to perform their duties effectively.
• Provide regular feedback and conduct performance appraisals.
• Reporting and Metrics:
• Track key performance indicators (KPIs) related to service delivery, such as uptime, incident resolution time, and customer satisfaction.
• Provide regular reports to senior management and stakeholders on service performance and improvements.
• Budget and Resource Management:
• Oversee the budget for service delivery, ensuring that resources are allocated efficiently.
• Manage vendor relationships and contracts to ensure service quality and cost-effectiveness.
• Risk and Compliance Management:
• Ensure that service delivery meets all regulatory and compliance requirements.
• Manage risks related to IT services and take proactive measures to mitigate them.

Required Experience

Senior candidate having 15+ years of experience in full IT lifecycle implementation, and 8+ Years experience in Service Delivery Management

Positional considerations :

• Excellent customer service skills
• Strong organizational and multitasking abilities
• Ability to manage stress in high-pressure situations
• Detail-oriented and results-driven

Thank you for your interest in applying for this position with TCS. All applicants who meet the requirements will be considered equally and fairly for employment. We will review your application and will get back to you if we are considering your interest in this opportunity