Service Delivery Manager

Must-Have

1. 10+ years' experience of managing IT Service Delivery teams within environments of 1000+ users.

2. Infrastructure Managed service and contract management experience

3. Experience in End-to-end Operations Management and Tracking Day to Day operations including Incident Management, Change Management, Problem Management and Vendor management

4. Experience of managing multi-site IT or application support teams.

5. Experience of IT asset and license management.

6. Experience of creating and managing an IT Service Catalogue.

7. Able to coach and develop team members in implementing service management standards and processes.

8. Strong verbal and written communication skills top represent TCS in customer environment

9. Builds and maintains strong stakeholder relationships.

Good-to-Have

1) ITIL Certificate in Managing Across the Lifecycle or equivalent level 2) Prince2 or PMP Project Management Experience 3) Experience of Service Management Platform. 4) Documentation skills 5) Azure and AWS cloud basic knowledge

SN Role descriptions / Expectations from the Role

1 End to end Operations Management and Tracking Day to Day operations including Incident Management, Change Management, Problem Management and Vendor management

2 Active participation in meetings, Global bridges, Mentoring teams on handling high priority incidents towards faster fix

3 Ensure System currency and Life cycle management of managed IT environment.

4 Resource Management (Onboarding, Offboarding, Allocation, Leaves, Allowances)

5 Capacity Planning, performance assurance, internal quality assurance and support planning

6 Status reporting and Governance meetings with the customer Biweekly & Monthly, Internal auditing

7 Maintaining Customer Contract, and SLA management

8 Analyze and assess the current & future infrastructure needs of business requirements

9 Project Management for the projects allocated on the scope, automation, service improvements