About this opportunity
Tata Consultancy Services lists this Service Delivery Manager opportunity in burlington, New Jersey. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Job Description
Proven experience leading global delivery teams across Onsite, Offshore, and Nearshore locations.
End-to-end Infrastructure Service Delivery Management
ITIL Framework (Incident, Problem, Change, Request, Knowledge, Service Level Management)
ServiceNow ITSM and reporting
Service Delivery Governance and Operations Management
Infrastructure Operations (Network, Server, Database, Cloud, Storage, Backup, End User Computing)
Major Incident Management and Escalation Handling
Service Level Agreement (SLA) and KPI Management
Vendor and Stakeholder Management
Transition and Transformation Management
Service Desk, Core Datacenter towers (Windows, Unix, Database, Storage, Network, Voice) IT Operations Monitoring and Command Center Management
Risk, Compliance, Audit, and Security Governance
Cloud Platforms (Azure) and Hybrid Infrastructure
Budget, Financial, and Resource Management
Automation, Shift-Left, and Continuous Service Improvement (CSI)
Lead Service Delivery across Onsite, Offshore, and Nearshore teams ensuring seamless service execution.
Own service performance against SLAs, KPIs, and contractual commitments.
Manage Incident, Problem, Change, and Request Management processes.
Drive Major Incident resolution and executive communications.
Establish operational governance with customers, vendors, and internal teams.
Lead weekly, monthly, and quarterly service reviews.
Identify and execute service improvement and automation opportunities.
Ensure infrastructure availability, reliability, and performance.
Manage customer escalations and drive timely resolution.
Oversee resource planning, utilization, and capacity management.
Support audits, compliance, security, and risk management initiatives.
Drive transition, transformation, and modernization programs.
Monitor service health, backlog, aging tickets, and operational metrics.
Collaborate with Offshore team, Technical architects and Tower leads to resolve complex issues.
Lead peak season readiness, business continuity, and disaster recovery planning.
Must Have Technical/Functional Skills
Proven experience leading global delivery teams across Onsite, Offshore, and Nearshore locations.
End-to-end Infrastructure Service Delivery Management
ITIL Framework (Incident, Problem, Change, Request, Knowledge, Service Level Management)
ServiceNow ITSM and reporting
Service Delivery Governance and Operations Management
Infrastructure Operations (Network, Server, Database, Cloud, Storage, Backup, End User Computing)
Major Incident Management and Escalation Handling
Service Level Agreement (SLA) and KPI Management
Vendor and Stakeholder Management
Transition and Transformation Management
Service Desk, Core Datacenter towers (Windows, Unix, Database, Storage, Network, Voice) IT Operations Monitoring and Command Center Management
Risk, Compliance, Audit, and Security Governance
Cloud Platforms (Azure) and Hybrid Infrastructure
Budget, Financial, and Resource Management
Automation, Shift-Left, and Continuous Service Improvement (CSI)
Roles & Responsibilities
Lead Service Delivery across Onsite, Offshore, and Nearshore teams ensuring seamless service execution.
Own service performance against SLAs, KPIs, and contractual commitments.
Manage Incident, Problem, Change, and Request Management processes.
Drive Major Incident resolution and executive communications.
Establish operational governance with customers, vendors, and internal teams.
Lead weekly, monthly, and quarterly service reviews.
Identify and execute service improvement and automation opportunities.
Ensure infrastructure availability, reliability, and performance.
Manage customer escalations and drive timely resolution.
Oversee resource planning, utilization, and capacity management.
Support audits, compliance, security, and risk management initiatives.
Drive transition, transformation, and modernization programs.
Monitor service health, backlog, aging tickets, and operational metrics.
Collaborate with Offshore team, Technical architects and Tower leads to resolve complex issues.
Lead peak season readiness, business continuity, and disaster recovery planning.
TCS Employee Benefits Summary
Discretionary Annual Incentive.
Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
Family Support: Maternal & Parental Leaves.
Insurance Options: Aut& Home Insurance, Identity Theft Protection.
Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
Time Off: Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
Salary Range-$120,000-$150,000 a year
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Worksite address
burlington, NJ, 08016, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.