Service Delivery Manager

TCS Hiring!!!

Role & responsibilities

Own end-to-end service delivery for assigned Service Desk scope, ensuring contractual, operational, security, experience and transformation commitments are achieved

Lead delivery governance across SLA, KPI, XLA, CSAT, quality, productivity, backlog, risk, compliance, financial and continuous-improvement measures.

Act as the primary operational interface for client stakeholders, providing transparent service reviews, risks, decisions, dependencies and recovery plans

Govern multi-location, multilingual and multi-channel operations covering incidents, requests, access, knowledge, escalations, major incidents and service experience.

Ensure effective collaboration across Service Desk, E2E/Escalation Desk, ServiceNow, ITOM, endpoint, infrastructure, application, security, vendor and transformation teams.

Sponsor root-cause elimination, shift-left, self-service, virtual assistant, automation, self-heal, knowledge and experience-improvement initiatives with measurable benefits.

Own workforce, capability, succession, engagement, training, quality and performance-governance mechanisms for the delivery organization.

Drive transition readiness, due diligence, operational acceptance, go-live, hypercare and stabilization, including quality gates and exit criteria.

Maintain robust risk, issue, dependency, action and escalation governance; ensure business continuity and audit readiness.

Use ServiceNow, telemetry, knowledge, ticket and experience analytics to move operations from reactive support toward predictive, proactive and preventive service.