About the Company

Tata Electronics is a prominent global player in the electronics manufacturing industry, with quick-emerging capabilities in Electronics Manufacturing Services, Semiconductor Assembly and Test, Semiconductor Foundry, and Design Services. Established in 2020 as a greenfield venture of the Tata Group, the company aims to serve global customers through integrated offerings across a trusted electronics and semiconductor value chain. https://www.tataelectronics.com/

Role Purpose The Senior Manager – Service Delivery will lead end-to-end IT service management and MES operational support across a high-volume electronics manufacturing environment. The role is accountable for 24x7 service stability, manufacturing continuity, service governance, stakeholder experience and continual improvement across MES, shopfloor applications, end-user services and supporting IT operations.

The position acts as the senior point of accountability for operational performance, major incidents, problem management, service-partner governance, support readiness for production ramp-ups and alignment of technology services with manufacturing priorities.

Mission: Deliver stable, secure and responsive ITSM and MES services that protect production uptime and provide a consistent end-user support experience.

Service Delivery Leadership

- Own end-to-end delivery of manufacturing IT services and establish clear accountability across internal teams, managed service providers, OEMs and application partners.
- Define and govern SLAs, KPIs and user-experience measures; lead daily operations, periodic service reviews and leadership reporting.
- Ensure 24x7 support readiness, shift coverage, escalation discipline and timely communication during business-critical events.
- Partner with Production, Quality, Engineering, Automation, Supply Chain, Information Security and business leadership to prioritise operational needs.

ITSM & Operational Excellence

- Govern Incident, Major Incident, Problem, Change, Release,



Service Request, Knowledge, Asset, Capacity and Availability Management processes using ITIL practices.
- Lead rapid restoration for production-impacting incidents and ensure robust root-cause analysis, corrective actions and recurrence prevention.
- Drive ticket quality, backlog reduction, knowledge-base adoption, service-desk effectiveness and measurable continual service improvement.
- Promote automation, proactive monitoring, predictive insights and self-service to improve reliability and reduce manual support effort.

MES & Shopfloor Operations

- Own operational support and service stability for MES, traceability, SPC, quality, production monitoring and other shopfloor digital applications.
- Coordinate resolution across application, database, infrastructure, network, automation, machine-vendor and business teams to minimise production disruption.
- Ensure operational readiness for NPI launches, production ramp-ups, capacity expansion, new lines, releases and major shopfloor changes.
- Oversee UAT coordination, deployment planning, hypercare, user training, SOP readiness and transition from project teams into support operations.
- Drive integration reliability across MES and connected enterprise or shopfloor systems, including ERP, machines, automation and industrial platforms.

People, Partner & Financial Management

- Lead and develop multi-shift L1/L2/L3 support teams with clear roles, skills matrices, succession plans and performance expectations.
- Plan support capacity,



optimise resource utilisation and identify cost-saving opportunities without compromising service quality or manufacturing continuity.
- Build a customer-centric culture focused on ownership, communication, collaboration and timely closure.

Governance, Security & Resilience

- Ensure adherence to information security policies, access controls, change governance, audit requirements, data privacy obligations and manufacturing IT standards.
- Maintain current SOPs, runbooks, escalation matrices, knowledge articles, operational checklists and compliance evidence.
- Drive business continuity, disaster recovery, backup validation and operational resilience exercises for critical services.
- Ensure risks, dependencies and ageing corrective actions are transparently tracked to closure.

Education

B.E./B.Tech in Computer Science, Information Technology, Electronics, ECE, Instrumentation, Mechanical Engineering or a related discipline. MBA is preferred.

Experience

12–18 years in IT operations, service delivery, manufacturing systems, MES operations or digital manufacturing

Required Domain & Technical Expertise

ITSM & Service Delivery

- ITIL-based service management
- Major incident and problem management
- ServiceNow or equivalent ITSM platforms
- SLA, KPI and service governance
- Vendor and MSP management
- Operational analytics and dashboards

MES & Manufacturing Systems

- MES and traceability operations
- Shopfloor application support
- SPC and quality systems
- Machine connectivity and industrial integration
- ERP/MES integration awareness
- Monitoring, observability and automation

Electronics Manufacturing Exposure

- High-volume electronics manufacturing and 24x7 production operations
- SMT, DIP, assembly, testing, packing and traceability processes
- NPI launch, production ramp-up and factory expansion support
- Semiconductor assembly and test or precision electronics environments
- Manufacturing automation, machine integration, IIoT and Industry 4.0 initiatives

📌 SERVICE DELIVERY - ITSM & MES OPERATIONS (Hosur)
🏢 Tata Electronics
📍 Hosur