Associate Manager- Service Delivery, Digital

4 weeks ago

Bengaluru, Karnataka, India Tata Consumer Products Full time

We at Tata Consumer Products, a leading FMCG powerhouse, are on an exhilarating journey to transform our sales operations through cutting-edge IT enablement. Our pursuit of excellence propels us toward innovations that redefine industry standards, and we're looking for a maverick to lead this revolution. If you're passionate about the intersection of IT, sales, and business operations, we want you on our team

The Associate Manager – Service Delivery, Digital is responsible for ensuring seamless, resilient, and scalable service delivery across TCPL's Integrated OPS landscape, encompassing a diverse suite of business-critical applications. These may include—but are not limited to—order management, demand planning, logistics, procurement, sales force automation, digital enablement tools, and forecasting platforms. This role is pivotal in optimizing digital operations by aligning technology, processes, and stakeholder needs with strategic agility. The incumbent will demonstrate strong digital acumen, operational foresight, analytical clarity, and proactive leadership to drive high service quality across TCPL's ecosystem. By orchestrating cross-functional collaboration and owning escalations and continuous improvement, this role ensures platform stability and empowers the organization with enhanced visibility, faster execution, and data-driven decision-making across the enterprise.

Geography: Global

Direct reports: Associate Director – App Ops, RPA

Complexity of the role (Optional):

 Operational Leadership: Oversee performance and continuity across

Integrated operations application, ensuring high uptime, stability, and prompt

issue resolution. Drive proactive monitoring as well as incident, service, and problem management

to minimize business disruptions.

 Escalation & Vendor Governance: Manage complex escalation flows for

incidents and service interruptions, maintaining stringent service KPIs. Foster

accountability and seamless collaboration among multiple support partners and

internal teams through comprehensive governance frameworks.

 Process Design & Enablement : Lead process enhancements across diverse

operational applications in management and supply chain workflows. Develop and

maintain onboarding documentation, checklists, SOPs, and service playbooks to

ensure process consistency and efficient knowledge

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