If you need support in completing this application or if you require a different format of this document, please get in touch with jennifer.long@tcs.com with subject “Application Support Request”.
Role: Service Delivery Manager
Job Type: Permanent
Location: Hybrid – 3 days in office, 2 days WFH
Ready to utilise your technology and management skills in the exciting world of airlines?
Are you passionate about managing technology service delivery while building your career with a dynamic global IT Consultancy?
Make a meaningful impact as a Service Delivery Manager!
Careers at TCS: It means more
TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.- Be part of a team with new and exciting challenges every day.
- Lead a team and their technical growth.
- Collaborate with customers and stakeholders.
The Role
As a Service Delivery Manager, you will utilise your technical and management skills in the airline sector, to ensure the customer receives a world-class service across all areas of technology. You will be supported by local and offshore teams to deliver the services and manage and maintain relationships with stakeholders at all levels.
Key responsibilities: - Establish and maintain strong relationships with internal and external stakeholders.
- Understand customer needs and provide the best service possible.
- Handle escalated situations in which additional oversight and assistance is required.
- Participate in the clients P1 & Major Incident Technical bridges.
- Keep a view of all the Incidents & Service Requests raised for airline users, Conduct Weekly connects with Support teams to ensure incidents & Requests are not aged and are resolved on time. Report it back on Weekly basis.
- Ensure airline service operations process are aligned and delivered as per guidelines.
- Identify opportunities of improvements in Operations and drive it for airline and feedback.
- Own accountability for achievement of all client KPI’s and contractual obligations, being responsible for the overall performance of TCS scope of operations.
- Organise monthly, quarterly, and yearly performance reviews with stakeholders and develop relationships and feedback channels to improve continuously the services.
- Closely work with Offshore and near shore teams to deliver the services
Your Profile
Key skills/knowledge/experience: - Proven experience in IT in large corporate environments.
- In depth working knowledge of service management processes (Incident, Problem and Change Management).
- IT skills to understand and articulate infrastructure and application problems to stakeholders
- Commitment to delivering customer service excellence and high-quality work.
- Excellent verbal and written communication skills.
- Demonstration of self-motivation, self-confidence, flexibility, adaptability, and open-mindedness.
- Ability to anticipate, successfully negotiate and solve problems. Able to resolve conflicts when they arise.
Good to have: - Airline Domain knowledge or relevant industry experience
- Good Knowledge on monitoring tools such as Nagios, Tivoli, Splunk, Dynatrace, Cloud watch.
- Ability to deliver in a high-pressure, dynamic environment working to tight SLAs.
- Good Knowledge on ServiceNow ITSM tool & Reporting.
- ITIL V3 Certified.
Rewards & Benefits
TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop, phone, access to extensive training resources and discounts within the larger Tata network.
Diversity, Inclusion & Wellbeing
At TCS, we believe in building and sustaining a culture of equity and belonging where everyone can thrive. Our diversity motto is ‘Inclusion without Exception’.
You’ll find a welcoming culture and many internal volunteering and social networks to join. Our diversity, inclusion and social activities involve 12 employee networks including LGBTQ+ & Allies, mental health, disability & neurodiversity inclusion and many more, as well as health & wellness initiatives and sports events (we even sponsor the London Marathon).
We are open to all and treat applications equally, regardless of ethnicity, disability, gender identity, gender reassignment, age, sexual orientation, or beliefs.
If you are an applicant who needs a reasonable accommodation due to Disability or Neurodiverse Condition to complete an employment application, or during any phase of the hiring process, please contact us at Jennifer.long@tcs.com with the subject line: “Reasonable Accommodation Request”.
Due to a high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion.
Join us and do more of what matters. Apply online now.
#INDHP