Delivery Excellence Manager

2 days ago


Dublin, Dublin City, Ireland Tata Consultancy Services Full time

Job Overview

We are seeking an experienced Service Delivery Manager to join our team.

The successful candidate will have a proven track record of delivering high-quality results in a fast-paced environment.

You will be responsible for managing delivery teams, ensuring that they meet Service Level Agreements (SLAs) and deliver high-quality results.

You will work closely with Application leads to ensure application availability, fast-track issue resolution, work prioritization, and deliver value adds to business.

You will also be responsible for participating and driving Governance Meetings, presenting IT Support metrics / TCS Performance to customer, and owning AMS Governance & stakeholders calls & escalation for respective bundles.

Responsibilities:

  • Manage delivery by working with onsite/offshore support teams.
  • Meet Service Level Agreement (SLA) for incidents, requests, problems, and minor enhancements.
  • Work closely with Application leads to ensure application availability, fast-track issue resolution, work prioritization, and deliver value adds to business.
  • Participate and drive Governance Meetings, present IT Support metrics / TCS Performance to customer.
  • Responsible for respective bundles & shaping the overall delivery strategy (AMS respective bundle) and processes of the bundle.
  • Focus on high-level planning, cross-functional leadership, and continuous improvement, Senior Stakeholder Management and Front-2-Back Ownership.
  • Leverage deep understanding of technical & functional domains and project management methodologies to navigate intricate challenges, mitigate risks, and drive projects to successful completion.
  • Collaborate with Scrum Masters/Product owner for the small enhancements (L3)
  • Ensure all the documentation processes agreed by the customer process are adhered to.
  • Monitor project progress, identifying deviations from plans, and implementing corrective actions.
  • Analyze project performance metrics and identify areas for process optimization.
  • Conduct risk assessments, identify potential roadblocks, and implement mitigation strategies.
  • Coordinate and lead project meetings, status updates, and stakeholder presentations - Manage respective bundle Stakeholders (ASM & Business).
  • Own AMS Governance & stakeholders calls & escalation for respective bundles.

Requirements

Proven Project Management in Service Delivery.

Strong communication (English proficiency).

Extensive experience working in a similar role with excellent knowledge of Insurance and experience in handling large complex projects.

Technically sound to understand and explain the issues back to business and customer in a clear and concise manner.

Good negotiation skills.

About Us

Tata Consultancy Services is a global IT services leader that helps businesses transform through technology. Our mission is to drive business success and make a meaningful impact in the lives of our clients and their customers.

We operate in over 50 countries, serving more than 1,000 clients across various industries. Our team of experts provides a range of services, including consulting, technology, and business solutions.

We are committed to creating a positive and productive work environment that allows our employees to thrive and reach their full potential.



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