About the Company

nTata Electronics is a prominent global player in the electronics manufacturing industry, with fast-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.

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nRole Purpose

nThe Senior Manager – Service Delivery will lead end-to-end IT service management and MES operational support across a high-volume electronics manufacturing setting. 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.

nThe 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.

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

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nService Delivery Leadership

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

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- Govern Incident, Major Incident, Problem, Change, Release, Service Request, Knowledge, Asset,



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

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

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- Lead and develop multi-shift L1/L2/L3 support teams with clear roles, skills matrices, succession plans and performance expectations.
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- Plan support capacity, optimise resource utilisation and identify cost-saving opportunities without compromising service quality or manufacturing continuity.
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- Build a customer-centric culture focused on ownership, communication, collaboration and timely closure.
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nGovernance, Security & Resilience

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

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

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nExperience

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n12–18 years in IT operations, service delivery, manufacturing systems, MES operations or digital manufacturing

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nRequired Domain & Technical Expertise

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nITSM & Service Delivery

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

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

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- High-volume electronics manufacturing and 24x7 production operations
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- SMT, DIP, assembly, testing, packing and traceability processes
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- NPI launch, production ramp-up and factory expansion support
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- Semiconductor assembly and test or precision electronics environments
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- Manufacturing automation, machine integration, IIoT and Industry 4.0 initiatives
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📌 SERVICE DELIVERY - ITSM & MES OPERATIONS (Nallur)
🏢 Tata Electronics
📍 Nallur