$109,400–$148,000 Per Year
Best Practices, Capacity Management, Communication Skills, Continuous Improvement, Corrective Action, Cost Effectiveness Analysis, Customer Experience, Customer Relations, Customer Satisfaction, Customer Support/Service, Delivery Management, ITIL (IT Infrastructure Library), Information Technology & Information Systems, Maintain Compliance, Onboarding, Operational Support, Operations Management, Performance Analysis, Performance Management, Performance Metrics, Regulatory Compliance, Resource Management, Root Cause Analysis, Sales Management, Service Delivery, Service Level Agreement (SLA), Trend Analysis
Service Delivery Manager is responsible for ensuring the successful, end-to-end delivery of services to assigned customer in alignment with agreed service levels, contractual commitments, and business objectives. This role serves as the primary interface between the client and internal delivery teams, with accountability for service quality, client satisfaction, operational performance, and continuous improvement.
Key Responsibilities
- Act as the primary point of contact for clients on all service delivery matters, ensuring strong, trusted relationships
- Manage client expectations and proactively communicate service performance, risks, and improvement plans
- Own and govern end-to-end service delivery against contracted SLAs, KPIs, and OLAs
- Monitor service performance, analyze trends, and ensure adherence to quality and compliance standards
Lead root cause analysis for incidents and implement corrective and preventive actions
- Coordinate with delivery, operations, and support teams to ensure consistent and high-quality service execution
- Ensure adequate resource planning, capacity management, and skills alignment within delivery teams
- Oversee transition, onboarding, or change initiatives related to new or modified services
- Identify opportunities to improve service efficiency, stability, cost effectiveness, and customer experience
- Define, implement, and track service improvement plans
- Promote best practices, standardization, and process maturity across service delivery
Qualifications: • Graduate degree in Business, Information Technology, Engineering, or a related field (or equivalent experience)
- 15-20 years of experience in service delivery, operations management, or client-facing roles
- Prior experience managing enterprise or strategic/large programs preferred
- ITIL or similar service management certifications are a plus
Salary Range: $109,400- $148,000 a year
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Tata Consultancy Services Ltd