Service Delivery Manager - Tata Consultancy Services (Mississauga)

TCS is an equal chance employer, embracing diversity in race, nationality, ethnicity, gender, age, physical ability, neurodiversity, and sexual orientation.

Must Have Skills

• Experience in application support on Microsoft tech stacks such as Windows, .NET with a strong understanding of IT systems and infrastructure
• Experience in the banking industry
• Deep understanding of service management principles, frameworks (e.g., ITIL), and best practices to ensure efficient and effective delivery of services, including incident, problem, change, and service level management
• Strong interpersonal and communication skills to build and maintain relationships with clients, understand requirements, manage expectations, and ensure client satisfaction throughout the service delivery process
• Strong project management skills to plan, organize, and coordinate resources, timelines, and deliverables
• Adept at analyzing complex situations, identifying problems, and proposing effective solutions
• Mindset of continuous improvement and proactive identification of areas for improvement, implementation of process enhancements, and driving efficiency in service delivery

Valuable to Have Skills

• Experience in commercial banking such as Payments, Capital Markets, etc.

Role and Responsibilities

• Maintain high performance levels for service-related processes and implement improvement activities as needed
• Take ownership of critical incidents, coordinate with resolution parties, and establish effective communication between stakeholders for post‑incident reviews
• Ensure that systems, procedures, and methodologies support outstanding service delivery
• Take accountability for service delivery performance, meet customer expectations, and drive future demand
• Provide production support services for application issues and queries while researching and analyzing business and system needs, exploring alternative options, and recommending technology solutions
• Provide on‑call after‑hours support on a rotational basis for application and database support
• Work flexible shifts (day/afternoon) to cover workload, change activities, and balance overtime
• Lead investigations and analysis of application technical and functional impacts, including root‑cause analysis of operational failures
• Ensure resiliency, patching, and software compliance so that the production environment meets RBC standards
• Lead detailed design phases for small to large projects/programs, identifying, tracking, and resolving technical issues
• Prepare high‑level and detailed technical specifications for small to medium projects in accordance with PLC, security, and architecture documentation objectives
• Collaborate with the Project Manager to determine the best mix of development, interfacing applications, and third‑party vendor solutions to meet business requirements and project objectives
• Coordinate with the DBA to create or modify database structures using various database types and recommend appropriate DB solutions based on required functionality
• Communicate effectively and build rapport with team members, stakeholders, and interface groups throughout the project lifecycle

Salary Range: CA$100,000–120,000 Per Year

Tata Consultancy Services Canada Inc. is committed to meeting the accessibility needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code (OHRC).