Service Delivery Lead

Experience: 12+ Years

Location: Pune

Employment Type: Full time

Job Summary

We are seeking an experienced Service Delivery Lead to manage end-to-end service delivery for enterprise customers. The role involves driving operational excellence, customer satisfaction, SLA compliance, governance, stakeholder management, and continuous service improvement across large-scale IT environments.

Key Responsibilities

- Lead service delivery operations for assigned accounts/programs.
- Ensure adherence to SLAs, KPIs, OLAs, and contractual commitments.
- Manage service governance meetings, customer reviews, and escalations.
- Drive incident, problem, change, release, and service request management processes.
- Collaborate with delivery, infrastructure, application, cloud, and support teams.
- Monitor delivery performance and implement continuous improvement initiatives.




- Manage customer relationships and act as the primary service delivery contact.
- Drive automation, process optimization, and operational efficiency programs.
- Prepare service reports, dashboards, and executive-level presentations.
- Manage risks, compliance requirements, and audit activities.
- Lead geographically distributed teams and vendor management activities.

Mandatory Skills
- IT Service Management (ITSM)
- Service Delivery Management
- ITIL Framework
- Incident, Problem, Change & Release Management
- Service Governance & Reporting
- SLA/KPI Management
- Stakeholder & Customer Management
- Risk & Compliance Management
- Vendor Management

📌 Service Delivery Lead (Pune)
🏢 Tata Consultancy Services
📍 Pune