Service Delivery Manager

Must Have Technical/Functional Skill * 12-15 years of IT experience with strong Production Support / Run Services background * Proven experience in Insurance domain (Life, P&C, Group Benefits preferred) * Strong understanding of ITIL processes (Incident, Problem, Change, Service Level Management) * Experience with ServiceNow or similar ITSM tools * Strong leadership, communication, and crisis management skills Roles & Responsibilities Service Delivery & Operations * Own end-to-end production support delivery for insurance systems (Policy Admin, Claims, Billing, Underwriting, CRM, Data & Integrations) * Ensure compliance with SLAs, KPIs, and availability targets across L1/L2/L3 support * Act as single point of accountability for run operations and escalations Incident, Problem & Change Management * Lead Major Incident Management for high-severity production issues with effective stakeholder communication * Drive root cause analysis (RCA), reduction of repeat incidents, and operational risk mitigation * Ensure controlled and compliant change and release management in regulated insurance environments Stakeholder & Governance Management * Manage relationships with client IT, business, vendors, and TCS leadership * Conduct service reviews, operational dashboards, and executive reporting * Ensure compliance with insurance regulatory, audit, and security requirements Team & Vendor Management * Lead global onshore-offshore support teams within TCS delivery model * Ensure optimal staffing, skill readiness, shift coverage, and performance management * Govern third-party vendors and ensure service and contract adherence Continuous Improvement * Drive automation, shift-left, monitoring improvements, and cost optimization * Support transformation initiatives including cloud operations, DevOps, SRE, and AI-enabled support * Improve service maturity, knowledge management, and operational efficiency Salary Range $130,000-$140,000Per year TCS Employee Benefits Summary: Discretionary Annual Incentive. Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans. Family Support: Maternal & Parental Leaves. Insurance Options: Auto & Home Insurance, Identity Theft Protection. Convenience & Professional Growth: Commuter Benefits & Certification & T raining Reimbursement. Time Off: Vacation, Time Off, Sick Leave & Holidays. Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing. #LI-SP1

Created: 2026-04-16