Delivery Manager

About TCS: A purpose-led organization that is building a meaningful future through innovation, technology, and collective knowledge. We're #BuildingOnBelief. Tata Consultancy Services (TCS) is a global leader in IT services, digital and business solutions that partners with its clients to simplify, strengthen and transform their businesses. TCS offers a consulting-led, integrated portfolio of IT, BPS, infrastructure, engineering and assurance services. We ensure the highest levels of certainty and satisfaction through a deep-set commitment to our clients, comprehensive industry expertise and a global network of innovation and delivery centers. For more information, visit us at www.tcs.com.

About the Role
Must Have:
• ITIL Expert or ITIL v4 Managing Professional: service delivery governance, SLA/OLA/KPI management; 1-4-6 target (1-min detect, 4-min diagnose, 6-hr resolve)
• IT services transition management
• AIOps governance: defining event correlation rules, noise reduction targets, and automated remediation KPIs mandatory from Day 1
• Multi-vendor relationship management: partner (IT Ops), MS Network provider, Principal Support, and client retained L3 teams
• P&L accountability for managed services contract; commercial and contractual governance (MoM, service reviews)
• Indonesian regulatory compliance: UU PDP, data residency obligations, government reporting requirements Good to Have:
• Experience with hybrid retained operating model: partner L0–L2 + client governance/L3 for critical apps
• Tencent Cloud account governance and FinOps oversight across 21 production accounts
• PRINCE2 or PMP for project management of Transition-In phases and Change Advisory Board
• Experience managing NOC/SOC services with AIOps tooling (Zabbix, Prometheus, ELK, Symphony Summit)

Responsibilities:
• Lead end-to-end IT operations service delivery for the client engagement across all towers (Monitoring, Unix/Linux, Windows/VMware, Kubernetes, Cloud, EUC, DC Support)
• Own SLA/KPI governance: enforce 1-4-6 detection/diagnosis/resolution targets; produce service performance reports for monthly and quarterly reviews
• Drive 6-phase Transition-In execution: manage workstreams, milestones, risks, and stakeholder communications across a 6-month transition period
• Govern AIOps adoption: set targets for noise reduction, automated remediation, and self-healing; review AIOps outcomes monthly
• Manage multi-vendor ecosystem: coordinate with MS Network provider, Principal Support, and client retained L3; chair weekly operational syncs and Change Advisory Board
• Ensure UU PDP compliance, Transition-Out plan readiness, and commercial governance (invoicing, SLA credits, contract obligations) Thank you for your interest in applying for this position with TCS. All applicants who meet the requirements will be considered equally and fairly for employment. TCS is an equal employment opportunity provider and does not differentiate applicants on any basis. If you are a person with a disability and need a reasonable accommodation to apply for this career opportunity, please do connect with us on our linked In TCS Asia Pacific Handle and we will be happy to guide you further. We will review your application and will get back to you if we are considering your interest in this opportunity