Strategic Service Delivery Leader

2 days ago


Chennai, Tamil Nadu, India Tata Consultancy Services Full time

We are seeking a Strategic Service Delivery Leader to join our team at Tata Consultancy Services. This role offers a unique opportunity to lead and manage high-performing teams, drive service excellence, and contribute to the growth of our organization.

Job Summary

The Strategic Service Delivery Leader will be responsible for leading cross-functional teams to deliver exceptional service quality, ensure seamless service delivery, and foster a culture of innovation and continuous improvement. You will work closely with various departments to resolve conflicts, enhance communication, and drive alignment on service goals and objectives.

Key Responsibilities:
  1. Service Delivery Excellence: Develop and enforce service standards, SLAs, and KPIs to monitor performance and quality. Proactively address service disruptions and implement corrective actions to maintain service continuity and meet client expectations.
  2. Cross-Functional Coordination: Collaborate with IT, operations, sales, finance, and other teams to ensure seamless service delivery. Act as a liaison between departments to resolve conflicts, enhance communication, and drive alignment on service goals and objectives.
  3. Client and Stakeholder Engagement: Build and maintain relationships with clients and key stakeholders to understand needs, provide updates, and manage expectations. Conduct regular client review sessions to discuss service performance, address concerns, and identify future opportunities.
  4. Process Improvement and Innovation: Identify, analyze, and recommend process improvements to enhance efficiency, reduce costs, and improve service quality. Implement best practices and leverage new technologies to streamline operations and improve customer satisfaction.
  5. Risk and Issue Management: Identify potential risks to service delivery, assess impacts, and create mitigation plans to reduce service disruptions. Manage escalations from clients and internal teams, providing solutions that align with both customer satisfaction and business objectives.
  6. Team Leadership and Mentorship: Lead and mentor a team of service delivery professionals, fostering a collaborative and high-performance culture. Conduct regular performance reviews, set objectives, and identify development opportunities for team members.
  7. Reporting and Documentation: Prepare and deliver detailed reports on service performance, SLA compliance, and other relevant metrics to senior leadership. Maintain comprehensive documentation of processes, SOPs, and improvement initiatives to ensure consistency and support audits.
What We Offer

We offer a competitive salary package of ₹12,00,000 - ₹15,00,000 per annum, depending on experience. In addition, you will receive benefits such as medical insurance, retirement savings plan, and paid time off.

Join us in shaping the future of service delivery at Tata Consultancy Services. Apply now to become a part of our dynamic team



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