Desired Competencies (Technical/Behavioral Competency)
Must-Have
(Ideally should not be more than
3-5) Manage end to end IT infrastructure service delivery across multiple towers.
-To-end IT infrastructure service delivery across multiple towers from Offshore
Good-to-Have Act as the primary point of contact for client stakeholders, ensuring expectations are met. Handle escalations and customer complaints, ensuring timely and effective resolution. Represent ITIS delivery in governance calls, CAB meetings, and steering committees. (Aligned with CAB meeting duties)
SN Responsibility of / Expectations from the Role
1 · Manage the ITSM and Change Management process
· Monitor SLAs, KPIs, operations dashboards, and ensure deviations are corrected promptly. · Govern Incident, Problem, and Change management processes in compliance with ITIL.
· Conduct root-cause analysis and drive long-term solutions for recurring issues.
· Coordinate service transition and ensure operational readiness for recent deployments.
· Manage the Life Cycle Management across the Infrastructure Landscape within the End of Life.
2. Client & Stakeholder Management
· Act as the primary point of contact for client stakeholders, ensuring expectations are met.
· Handle escalations and customer complaints, ensuring timely and effective resolution.
· Represent ITIS delivery in governance calls, CAB meetings, and steering committees. (Aligned with CAB meeting duties)
3. Team Leadership & People Management
· Lead onshore/offshore delivery teams and vendor resources supporting infrastructure operations. · Mentor and coach team members;
ensure performance reviews, skill development, and operational readiness.
· Ensure effective resource utilization and staffing for con
📌 Senior Service Delivery Manager (Industrial Area)
🏢 Tata Consultancy Services
📍 Industrial Area
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