About TCS:
A purpose-led organization that is building a meaningful future through innovation, technology, and collective knowledge. We're #BuildingOnBelief.
Tata Consultancy Services (TCS) is a global leader in IT services, digital and business solutions that partners with its clients to simplify, strengthen and transform their businesses. TCS offers a consulting-led, integrated portfolio of IT, BPS, infrastructure, engineering and assurance services. We ensure the highest levels of certainty and satisfaction through a deep-set commitment to our clients, comprehensive industry expertise and a global network of innovation and delivery centers. For more information, visit us at www.tcs.com.
Role Summary
Own end-to-end delivery and ongoing support for iON SaaS product suites, acting as the single point of accountability between customer stakeholders and the iON Delivery teams. Drive flawless delivery through disciplined governance, proactive risk management, and customer adoption, while aligning with iON's managed service and ITIL-based support processes.
Key Responsibilities:
Stakeholder, Requirements & Planning
- Build trusted relationships with internal and external stakeholders across business, IT, and leadership.
- Lead customer workshops to elicit business processes, success metrics, and nonfunctional needs; translate into clear, testable requirements.
- Define scope, milestones, phases, deliverables, RACI, and team formation; establish baseline plans and acceptance criteria.
- Maintain a formal changecontrol path (CRs), ensuring traceability from requirements to test cases and to release in Production.
Delivery Governance & Reporting
- Run governance rhythms (weekly status, monthly steering, risk/issue reviews) with transparent RAID logs, executive summaries, and earnedvalue style variance reporting.
- Publish Weekly Status Reports and Monthly Governance Reports; track milestones and activities against plan, highlighting recovery actions where needed.
- Ensure strict adherence to iON delivery processes and templates; champion flawless delivery behaviors across the team.
Technical Implementation (SaaS)
- Orchestrate tenant/instance provisioning, environment readiness, configuration, and data migration runbooks; coordinate UAT cycles and signoffs.
- Manage and monitor DC infrastructure setup in Indonesia.
- Own golive readiness and hypercare (L1/L2/L3 triage, war room cadence, daily burndown of defects).
- Align release planning with product roadmaps; communicate upgrade impacts and mitigation plans in advance.
- Serve as the liaison between customers and iON Delivery teams in India for delivery and implementation activities.
Support, Operations & Customer Success
- Stand up and optimize a ticketing process aligned to iON's managedservice model and ITIL incident/problem management; enforce SLAs and escalation paths.
- Guide customer admin teams on Report an Issue workflows; ensure knowledge base, SOPs, and handbooks are current.
- Monitor product usage and adoption; partner with business owners to improve onboarding, training, and change management outcomes.
- Track invoices, collections, and payment milestones; surface commercial risks early and collaborate on resolution.
Risk, Compliance & Regional Coordination
- Maintain a living risk register, dependency map, and mitigation plan.
- Coordinate crosstimezone work between Indonesia stakeholders and Indiabased teams; manage privacy, terms of use, and approvals with local DPOs as required.
- Ensure TCOC/TCS policies and customer's dataprotection requirements are embedded into delivery practices.
Qualifications & Experience
- 610 years in IT project management with 3+ years leading SaaS implementations endtoend.
- Exposure to education products, marketplaces (e.g. Ruangguru and likes), and Learning Management Systems (LMS)
- Demonstrated delivery in multiparty, offshore/onshore models; comfortable managing crossfunctional product, engineering, QA, service desk, and delivery assurance teams.
- Certifications preferred: PMP/PRINCE2, CSM/ACP, ITIL Foundation.
- Strong skills in requirements analysis, integration patterns, data migration, test planning, and release management.
Tools & Platforms
- Project/Agile: Jira, MS Project.
- Collaboration & Reporting: Microsoft 365 (Teams, SharePoint, Excel/PowerPoint), WSR/Governance decks.
- Service Operations: Service Desk/ticketing aligned to ITIL (Incident, Problem, Change).
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. TCS is an equal employment opportunity provider and does not differentiate applicants on any basis. If you are a person with a disability and need a reasonable accommodation to apply for this career opportunity, Please do connect with us on our linked In TCS Asia Pacific Handle and we will be happy to guide you further.
We will review your application and will get back to you if we are considering your interest in this opportunity!
