Must Have Technical/Functional Skills
• Own end-to-end AMS delivery across the Commercial Solutions portfolio, ensuring SLA/KPI adherence across L1, L2, and L3 support tiers.
• Manage portfolio health for the highest-complexity systems in the portfolio (Pricing Group 46, the top autonomy/complexity tier) including the confirmed higher-complexity CRM and marketing platforms, Salesforce (SFDC) ACE/Talkdesk and Optimizely/Bynder plus the unnamed PG5PG6 applications, prioritizing these for incident, problem, and change management attention.
• Own delivery for CRM/contact center (Salesforce (SFDC) ACE, Talkdesk) and digital marketing/content tooling (Optimizely, Bynder), covering integration touchpoints with commerce and analytics systems.
• Maintain broader portfolio coverage for the remaining lower-complexity applications (contact center, SEO/search tooling, commerce, and customer analytics) at a lighter operational touch, without diverting focus from the PG46 tier.
• Drive continuous service improvement through automation, AIOps-led monitoring, and proactive problem management to reduce incident volume and recurring issues, using ServiceNow ITSM as the system of record.
• Lead a team of application managers and functional/technical SMEs aligned to each stage of the portfolio (CRM/contact center, marketing, commerce); manage staffing, capacity planning, and skill development, weighted toward the higher-complexity systems.
• Serve as the primary delivery escalation point for the sales, service, and marketing business stakeholders; run governance cadences (service reviews, steering committees, CAB).
• Own portfolio-level reporting: SLA/KPI dashboards, root cause trends, ticket volume analysis, and productivity/cost metrics for leadership and client review.
Roles & Responsibilities
The Commercial Solutions Portfolio Lead owns end-to-end delivery for the Sales, Service & Marketing application portfolio within the AMS engagement spanning CRM and contact center platforms, digital marketing and content systems, commerce/customer transaction platforms, and the customer analytics tools that support them. This role is accountable for service quality, portfolio health, and continuous improvement across that landscape, while acting as the primary delivery-side point of contact for the commercial (sales, service, and marketing) business stakeholders.
This portfolio skews toward higher complexity: roughly a third of its applications (Pricing Groups 46, the highest autonomy/complexity tier) are complex, highly customized, or integration-heavy systems rather than simple off-the-shelf SaaS tools. The role should be weighted accordingly toward candidates comfortable managing that complexity band.
Salary Range: $120,000 - $150,000 per 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 &am p; Training Reimbursement.
Time Off: Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
