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 settings.

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