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Job Description & How to Apply Below
About the Company
Tata 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. https:///
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…
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