Service Delivery Manager at Tata Consultancy Services in Bengaluru

Role & responsibilities

Desired Competencies (Technical/Behavioral Competency)

Must-Have**

(Ideally should not be

more than 3-5) 1. IT IS Service Desk 2. Leadership 3. Communciation 4. Client Handling Skills 5. Team Skills

Good-to-Have 1. Employee Relationship Skills 2. Manage Attrition 3. Convincing Skills 4. Speaking with numbers 5. PI Skills

Responsibility of / Expectations from the Role

1 Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues.

2 Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.

3 Determine root cause of issues and communicate appropriately to internal and external customers.

4 Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance.

5 Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.