Service Delivery Manager

Position: Service Delivery Manager - Tata Consultancy Services )
TCS is an equal chance employer, embracing diversity in race, nationality, ethnicity, gender, age, physical ability, neurodiversity, and sexual orientation.
Must Have Skills   Experience in application support on Microsoft tech stacks such as Windows, .NET with a strong understanding of IT systems and infrastructure
Experience in the banking industry
Deep understanding of service management principles, frameworks (e.g., ITIL), and best practices to ensure efficient and effective delivery of services, including incident, problem, change, and service level management
Strong interpersonal and communication skills to build and maintain relationships with clients, understand requirements, manage expectations, and ensure client satisfaction throughout the service delivery process
Strong project management skills to plan, organize, and coordinate resources, timelines, and deliverables
Adept at analyzing complex situations, identifying problems, and proposing effective solutions
Mindset of continuous improvement and proactive identification of areas for improvement, implementation of process enhancements, and driving efficiency in service delivery
Valuable to Have Skills   Experience in commercial banking such as Payments, Capital Markets, etc.
Role and Responsibilities   Maintain high performance levels for service-related processes and implement improvement activities as needed
Take ownership of critical incidents, coordinate with resolution parties, and establish effective communication between stakeholders for post‑incident reviews
Ensure that systems, procedures, and methodologies support outstanding service delivery
Take accountability for service delivery performance, meet customer expectations, and drive future demand
Provide production support services for application issues and queries while researching and analyzing business and system needs, exploring alternative options, and recommending technology solutions
Provide on‑call after‑hours support on a rotational basis for application and database support
Work flexible shifts (day/afternoon) to cover workload, change activities, and balance overtime
Lead investigations and analysis of application technical and functional impacts, including root‑cause analysis of operational failures
Ensure resiliency, patching, and software compliance so that the production environment meets RBC standards
Lead detailed design phases for small to large projects/programs, identifying, tracking, and resolving technical issues
Prepare high‑level and detailed technical specifications for small to medium projects in accordance with PLC, security, and architecture documentation objectives
Collaborate with the Project Manager to determine the best mix of development, interfacing applications, and third‑party vendor solutions to meet business requirements and project objectives
Coordinate with the DBA to create or modify database structures using various database types and recommend appropriate DB solutions based on required functionality
Communicate effectively and build rapport with team members, stakeholders, and interface groups throughout the project lifecycle
Salary Range: CA $100,000–120,000 Per Year
Tata Consultancy Services Canada Inc. is committed to meeting the accessibility needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code (OHRC).

#J-18808-Ljbffr