Must Have Technical/Functional Skills
Functional Skills
o Strong experience in IT service delivery management (L2/L3 support environments)
o Expertise in ITIL processes (Incident, Problem, Change, Release, Service Request)
o Experience managing global delivery models (onsite/offshore)
Technical Skills
o Familiarity with ServiceNow for ITSM operations
o Understanding of application lifecycle management, deployments, and integrations
Soft Skills
o Strong stakeholder management and communication skills
o Leadership experience managing cross-functional teams
o Problem-solving, escalation handling, and decision-making capabilities
Roles & Responsibilities
1. Service Delivery & Governance
• Own and manage end-to-end Tulip support services covering Incident, Request, Change, Access, and Migration Management processes
• Ensure delivery adherence to agreed scope, service models, and contractual obligations
• Act as the single point of accountability for service performance and delivery outcomes
2. Operational Management
• Lead day-to-day support operations including:
o Incident triaging and resolution based on priority and business impact
o Service request fulfillment through ServiceNow (RITMs, access provisioning, migrations)
o Deployment and migration of Tulip applications across environments
o Ensure seamless 24x7 support coverage and operational continuity for production systems
3. SLA & Performance Management
o Monitor, track, and ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs)
o Drive operational excellence through trend analysis of tickets, backlog management, and service improvements
o Prepare and present periodic service performance reports (e.g., Monthly Service Reports)
4. Stakeholder & Customer Engagement
o Serve as the primary interface between business stakeholders, platform teams, and delivery teams
o Lead governance forums, service reviews, and executive communication cadences
o Align service delivery priorities with business objectives and roadmap initiatives
5. Incident, Escalation & Risk Management
o Own and manage critical incident escalations, ensuring timely resolution and communication
o Identify and proactively mitigate delivery risks related to capacity, platform stability, and site rollouts
o Collaborate with program management and enterprise teams to resolve complex issues
6. Resource & Capacity Planning
o Plan and optimize resource allocation based on support demand, ticket trends, and site expansion requirements
o Manage onsite-offshore delivery model and ensure appropriate coverage across business hours
o Drive team onboarding, training, and capability development
7. Continuous Improvement & Automation
o Identify and implement opportunities for process optimization and automation (e.g., access provisioning, monitoring, testing)
o Drive initiatives for proactive monitoring, self-service, and self-healing capabilities
o Enhance service delivery through SOP standardization and workflow improvements
8. Compliance & Quality Assurance
o Ensure adherence to Tulip SOPs, validation requirements, and regulatory compliance standards
o Support audit and inspection readiness through documentation, traceability, and process controls
o Maintain quality standards across all service delivery activities
9. Transformation & Innovation
o Lead transformation initiatives aligned with digital strategy and Tower-X operating model
o Support expansion of Tulip platform capabilities, integrations, and global rollouts
o Identify and drive innovation opportunities to improve efficiency and business outcomes
11. Communication & Reporting
o Provide structured communication including:
• Daily/weekly operational updates
• Monthly and quarterly service reviews
• Executive summaries and governance reporting
o Ensure transparent communication during incidents, outages, and major changes
Generic Managerial Skills, If any
Resource should be quick learner and self-driven; capable of working with client partners to meet
strategic Objectives
• Resource must be able to identify, mentor and hone talent to build leaders from within a team.
Salary Range: $110,000- $120,000 a 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 & amp; Training Reimbursement.
Time Off: Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
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