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Head of Client Service Delivery Management

3 months ago

Toronto, Ontario, Canada Tata Consultancy Services Full time

TCS has been recognized as a Global Top Employer by the Top Employers Institute - one of only eight companies worldwide to have achieved this status.

Our organizational structure is domain-led and designed to offer businesses a single window into industry-specific solutions. Our agile industry units have embedded capabilities to enable rapid responses that provide a competitive edge to our customers.

This, coupled with a unique Global Network Delivery ModelTM (GNDMTM), is recognized as the current benchmark of excellence in technology deployment.

We have made significant investments in digital technology, horizontal, and vertical platforms, allowing us to successfully serve our clients for over 50 years.

They should have a deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services.


  • This includes incident management, problem management, change management, and service level management.

Client Relationship Management:
Service Delivery Managers need strong interpersonal and communication skills to build and maintain relationships with clients.

  • They should be able to understand client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process.

Leadership:
They should possess leadership qualities to guide and motivate their team members

  • This includes the ability to delegate tasks, provide clear directions, and inspire collaboration and teamwork.

Project Management:
Service Delivery Managers often oversee multiple projects or initiatives.

  • They need strong project management skills to plan, organize, and coordinate resources, timelines, and deliverables.
  • Service Delivery Managers should be adept at analyzing complex situations, identifying problems, and proposing effective solutions
  • They should have the ability to think critically and make decisions quickly to address service-related challenges.

Financial Management:

They should have knowledge of budgeting, cost management, and financial planning to ensure that service delivery stays within the budget and aligns with financial goals.


  • Service Delivery Managers should have a mindset of continuous improvement.
  • They should proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery.

Technical Knowledge:

While not always required to be hands-on with technical aspects, having a good understanding of IT systems, infrastructure, and emerging technologies can be valuable in understanding the service delivery landscape and effectively communicate with technical teams.

Tata Consultancy Services Canada Inc.

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