Service Delivery Manager
Tata Consultancy Services- Posted a day ago
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Job Description
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.
More Info
Key Skills
self-heal
endpoint infrastructure
XLA
self-service
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