Service Delivery Lead

Must Have Technical/Functional Skills

Functional Skills

• Strong experience in IT service delivery management (L2/L3 support environments)
• Expertise in ITIL processes (Incident, Problem, Change, Release, Service Request)
• Experience managing global delivery models (onsite/offshore)

Technical Skills

• Familiarity with ServiceNow for ITSM operations
• Understanding of application lifecycle management, deployments, and integrations

Soft Skills

• Strong stakeholder management and communication skills
• Leadership experience managing cross-functional teams
• Problem-solving, escalation handling, and decision-making capabilities

Roles & Responsibilities

• Service Delivery & Governance
• Own and manage end-to-end Tulip support services covering Incident, Request, Change, Access, and Migration Management processes
• Ensure delivery adherence to agreed scope, service models, and contractual obligations
• Act as the single point of accountability for service performance and delivery outcomes
• Operational Management
• Lead day-to-day support operations including:
• Incident triaging and resolution based on priority and business impact
• Service request fulfillment through ServiceNow (RITMs, access provisioning, migrations)
• Deployment and migration of Tulip applications across environments
• Ensure seamless 24x7 support coverage and operational continuity for production systems
• SLA & Performance Management
• Monitor, track, and ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs)
• Drive operational excellence through trend analysis of tickets, backlog management, and service improvements
• Prepare and present periodic service performance reports (e.g., Monthly Service Reports)
• Stakeholder & Customer Engagement
• Serve as the primary interface between business stakeholders, platform teams, and delivery teams
• Lead governance forums, service reviews, and executive communication cadences
• Align service delivery priorities with business objectives and roadmap initiatives
• Incident, Escalation & Risk Management
• Own and manage critical incident escalations, ensuring timely resolution and communication
• Identify and proactively mitigate delivery risks related to capacity, platform stability, and site rollouts
• Collaborate with program management and enterprise teams to resolve complex issues
• Resource & Capacity Planning
• Plan and optimize resource allocation based on support demand, ticket trends, and site expansion requirements
• Manage onsite-offshore delivery model and ensure appropriate coverage across business hours
• Drive team onboarding, training, and capability development

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• Continuous Improvement & Automation
• Identify and implement opportunities for process optimization and automation (e.g., access provisioning, monitoring, testing)
• Drive initiatives for proactive monitoring, self-service, and self-healing capabilities
• Enhance service delivery through SOP standardization and workflow improvements
• Compliance & Quality Assurance
• Ensure adherence to Tulip SOPs, validation requirements, and regulatory compliance standards
• Support audit and inspection readiness through documentation, traceability, and process controls
• Maintain quality standards across all service delivery activities
• Transformation & Innovation
• Lead transformation initiatives aligned with digital strategy and Tower-X operating model
• Support expansion of Tulip platform capabilities, integrations, and global rollouts
• Identify and drive innovation opportunities to improve efficiency and business outcomes
• Communication & Reporting
• Provide structured communication including:

 Daily/weekly operational updates

 Monthly and quarterly service reviews

 Executive summaries and governance reporting

• Ensure transparent communication during incidents, outages, and major changes

Generic Managerial Skills, If any

Resource should be quick learner and self-driven; capable of working with client partners to meet

strategic Objectives

• Resource must be able to identify, mentor and hone talent to build leaders from within a team.

Salary Range: $110,000- $120,000 a year

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: Auto & Home Insurance, Identity Theft Protection.

Convenience & Professional Growth: Commuter Benefits & Certification & amp; Training Reimbursement.

Time Off: Vacation, Time Off, Sick Leave & Holidays.

Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Qualifications: BACHELOR OF COMPUTER SCIENCE