Service Delivery Manager

Must Have Technical/Functional Skill12-15 years of IT experience with strong Production Support / Run Services backgroundProven 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 toolsStrong leadership, communication, and crisis management skillsRoles & ResponsibilitiesService Delivery & OperationsOwn 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 supportAct as single point of accountability for run operations and escalationsIncident, Problem & Change ManagementLead Major Incident Management for high-severity production issues with effective stakeholder communicationDrive root cause analysis (RCA), reduction of repeat incidents, and operational risk mitigationEnsure controlled and compliant change and release management in regulated insurance environmentsStakeholder & Governance ManagementManage relationships with client IT, business, vendors, and TCS leadershipConduct service reviews, operational dashboards, and executive reportingEnsure compliance with insurance regulatory, audit, and security requirementsTeam & Vendor ManagementLead global onshore-offshore support teams within TCS delivery modelEnsure optimal staffing, skill readiness, shift coverage, and performance managementGovern third-party vendors and ensure service and contract adherenceContinuous ImprovementDrive automation, shift-left, monitoring improvements, and cost optimizationSupport transformation initiatives including cloud operations, DevOps, SRE, and AI-enabled supportImprove service maturity, knowledge management, and operational efficiencySalary Range $130,000-$140,000Per yearTCS 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; 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