Service Delivery Manager

TATA CONSULTANCY SERVICES (TCS) is an equal opportunity employer and embraces diversity in race, nationality, ethnicity, gender, age, physical ability, neurodiversity, and sexual orientation.

• Years of experience in application support on Microsoft tech stacks such as Windows, .Net with strong understanding of IT systems, infrastructure.
• Have worked in banking industry.
• Deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management.
• Strong interpersonal and communication skills to build and maintain relationships with clients. Ability to understand client 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.
• Proactively identifies areas for improvement, implements process enhancements, and drives efficiency in service delivery.

• Experience in Commercial banking such as Payments, Capital Markets, etc.

• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary.
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
• Provides production support services on application issues and queries while researching and analyzing business and system needs, exploring alternative options to recommend technology solutions.
• Provides on-call after-hours support on a rotational basis of application, database.
• Flex shift work may be required (day/afternoon) to help cover workload or change activities and help balance overtime.
• Lead the investigation and analysis of application technical and functional impact, including root cause analysis leading to operational failures.
• Resiliency, patching, and software compliance to ensure our production environment meets RBC standards.
• Leads detailed design phases for small to large projects/programs identifying, tracking and resolving technical issues.
• Prepares high level and detailed technical specifications for small to medium projects in accordance with PLC, security and architecture documentation objectives.
• Work together with Project Manager, determines best mix of development, interfacing applications, third party vendor solutions to meet business requirements and project objectives.
• Provides input and coordinates with DBA in creating new and modifying existing database structures using different types of databases and recommending appropriate database based on required functionality.
• Effectively communicates and builds rapport with team members, stakeholders and interface groups using a variety of techniques and collaboration from initiation to close.