Service Delivery Manager

TCS hiring for Service Delivery Manager

Location: Bangalore

experience: 15-20

Must Have:

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.