Service Delivery Manager

Job description For 55 years, TCS has been providing IT services, consulting, and business solutions to its clients - leading global companies that we support throughout their transformation journey. As the first company of the Tata Group, Tata Consultancy Services (TCS) operates in 55 countries worldwide and employs over 600,000 people representing 149 nationalities. The company’s consolidated revenue reached over $29 billion in 2023. Our teams are international and multicultural. Above all, we are looking for individuals who share our values and want to contribute to achieving our ambitions. We are seeking a dynamic and experienced Service Delivery Manager to join our team, based in Lille, France. This role is pivotal in ensuring the seamless delivery of IT services, managing client relationships, and driving operational excellence. The ideal candidate will combine strong leadership abilities with exceptional communication skills in both French and English, ensuring high levels of customer satisfaction and service quality. Key Responsibilities Service Management Ensure the successful delivery of services in line with SLAs, contract terms, and client expectations to lead Level 2 and Level 3 Support Services. Monitor service performance metrics and take corrective actions as necessary. Oversee incident management and ensure timely recovery and resolution of issues. Client Relationship Management Serve as the primary point of contact for clients regarding service delivery issues. Build and maintain strong relationships with clients, ensuring continuous communication and alignment with their needs. Conduct regular service reviews with clients and gather feedback for service improvement. Team Leadership Lead, mentor, and manage a team of service delivery professionals. Ensure team members are adequately trained and equipped to meet performance expectations. Monitor team performance, provide feedback, and implement improvement plans as needed. Process Improvement Identify areas for process optimization and implement initiatives to improve efficiency, reduce costs, and enhance service quality. Work closely with other departments (e.g., IT, operations) to ensure seamless service delivery. Risk Management Identify potential risks to service delivery and develop mitigation strategies. Ensure compliance with organizational policies, procedures, and industry standards. Reporting & Analytics Prepare and present detailed reports on service performance, client satisfaction, and operational metrics. Analyze data to identify trends and opportunities for improvement. Required Qualification and Skills Education Bachelor’s or Post Graduate Degree in Information Technology or related field. Experience 8+ years of experience in service delivery, client management, or a related field. Previous management experience is preferred. Skills Functional & Technical Understanding of Retail and Point of Sale Technical Knowledge and experience of UNIX Commands, Shell Scripting Executing SQL Queries in Postgres APIs and Usage of Postman Tool Strong understanding of service management frameworks ServiceNow and JIRA Tools Excellent leadership and team management skills. Exceptional communication and interpersonal skills. Ability to handle pressure and manage multiple tasks simultaneously. Problem-solving mindset with strong analytical abilities. Language Skills: Fluency in French Language and English Professional. Why Join TCS Join an international company that is a leader in its field. Work in a multicultural environment with diverse, high-impact projects. Develop your skills through continuous learning and training programs. Benefit from an inclusive and collaborative corporate culture. Take part in innovative projects that are shaping the future. Recruitment Process An initial discussion with our HR team. A technical interview to assess your skills. A final interview with an operational manager. And then, welcome to TCS “At TCS, diversity is a strength and inclusion is a daily commitment. We foster an environment where every talent, regardless of origin or background, can express themselves, grow, and contribute fully to our collective success.” #J-18808-Ljbffr