{"@context":"https://schema.org","@type":"JobPosting","title":"Service Delivery Lead","description":"

TCS Hiring!!!

Role & responsibilities

Essential Skills & Experience

Strong understanding of Service operations and metrics
Experience with case management systems and dashboards
Analytical and reporting capabilities
Stakeholder and communication skills
Ability to drive process adherence and continuous improvement

Ensure operational excellence, governance, quality, workforce adherence, training, and performance management across Service Desk operations supporting GCP, GWS, and Billing services.
Monitor case flow, quality, adherence, and SLA/SLO compliance
Perform quality audits and provide structured feedback to agents
Manage real time queue performance and workforce adherence
Deliver onboarding and ongoing technical/non technical training
Support performance management, coaching, and reporting
Analyze operational data to identify trends and improvement areas
Act as escalation points for operational or process issues
Ensure compliance with defined processes, policies, and governance standards

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