Associate Manager- Service Delivery, Digital

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 transfer in a dynamic

environment.

 Cross-Functional Collaboration: Partner with Supply Chain, Commercial,

Technology, and other business units to ensure integrated service delivery remains

aligned with evolving business priorities. Act as a key liaison between business

stakeholders and technical teams, translating system, user, and process

requirements into effective operational outcomes.

 Platform Ownership: Own the end-to-end delivery, enhancement, and support of

core integrated business operations applications. Ensure seamless processes, delivery

excellence, and service continuity for all operational users and platforms across the value

chain.

Type of Role: Individual Contributor

Primary Stakeholders (Optional): Cross

functional business teams, digital delivery

teams, External vendor partners.

What are the Key Deliverables in this role ?

Financial Outcomes

 Operational Efficiency Gains Ensure high performance, uptime, and stability across Integrated OPS platforms—including order management, demand planning, procurement, and digital enablement—to minimize downtime, reduce operational overhead, and improve overall productivity.

 Business Acceleration & Revenue Enablement Deliver seamless service support and timely issue resolution across Integrated OPS applications to accelerate cross-functional business processes, enhance user satisfaction, and drive faster execution across the value chain.

 Cost Optimization Champion automation, process improvement, and integration initiatives across the Integrated OPS ecosystem to eliminate inefficiencies, reduce manual interventions, and optimize IT and operational expenditures.

Customer Service

 Consistent and Reliable User Experience: The Service Delivery Manager ensures stable and high-performing Sales & Operations applications, delivering smooth and dependable digital experiences for internal stakeholders and external partners.

 Proactive Service Recovery: By taking ownership of issue resolution, the role minimizes service disruptions through swift, sustainable fixes—enhancing user satisfaction and building trust.

 Service Excellence Through Innovation: Leveraging automation, integration, and data insights, the Service Delivery Manager drives continuous service improvement, enabling faster response times, reduced escalations, and a more agile support environment.

Internal

Innovation and Learning

 Driving Innovation Through Stability: By ensuring seamless and stable performance of Sales & Operations applications, the Service Delivery Manager creates a foundation for innovative digital experiences that enhance business agility.

 Empowering Teams Through Learning: The role promotes a culture of proactive issue resolution and continuous learning, mentoring teams to take ownership and evolve their problem-solving capabilities.

 Enabling Scalable Solutions: Through automation, integration, and data-driven strategies, the Service Delivery Manager fosters innovation in service delivery, enabling scalable improvements and future-ready operations.

What are the Critical success factors for the Role ?

 B.E/B.Tech in Computer Science or IT + MBA from a reputed B-school is preferred.

 5–7 years of experience in IT service delivery or digital operations, preferably within FMCG or manufacturing sectors.

 Strong understanding of Integrated OPS applications, with hands-on experience in platforms such as Logistics, Demand Planning, Procurement, Supply Chain, or similar systems.

 Demonstrated skills in vendor management, delivery excellence, service reporting, operational planning, and proactive issue resolution.

 Proven ability to translate business requirements into effective delivery execution, complemented by clear and concise stakeholder communication.

 Exhibits an ownership mindset with a strong bias for action and a team-first attitude.

What are the Desirable success factors for the Role ?

 Is a disruptor at heart, who looks at the status quo and says, "We can do better."

 Boasts a bias for action that's so pronounced, it's almost palpable, with a sense of urgency that's as infectious as it is inspiring.

 Has the charisma to rally troops and the tact to navigate the corridors of corporate power.

 Is a data whisperer, capable of coaxing insights from the noise to inform decisions and drive growth.

 Exudes a passion for problem-solving that's matched only by a We're offering a chance to be part of something that's bigger than any one individual. It's a call to arms for those who want to leave an indelible mark on the world of FMCG