[Skip to main content](#main-content) [OpenNash Jobs](https://jobs.opennash.com/) [Hiring report](/reports/hiring/) · [All Tata Consultancy Services jobs](https://jobs.opennash.com/companies/tata-consultancy-services/) · [Search jobs](/search/) Tata Consultancy Services · Indianapolis, IN # Service Delivery Lead Indianapolis, IN Manager or lead $110,000- $120,000 Last seen on Tata Consultancy Services’s official careers site on August 1, 2026; it may have closed since. [Apply on Tata Consultancy Services’s careers site →](https://ibegin.tcsapps.com/candidate/jobs/420043J) [OpenNash Jobs](https://jobs.opennash.com/) / [Tata Consultancy Services](https://jobs.opennash.com/companies/tata-consultancy-services/) / Service Delivery Lead ## Job description ### Must Have Technical/Functional Skills Functional Skills - Strong experience in IT service delivery management (L2/L3 support environments) - Expertise in ITIL processes (Incident, Problem, Change, Release, Service Request) - Experience managing global delivery models (onsite/offshore) ### Technical Skills - Familiarity with ServiceNow for ITSM operations - Understanding of application lifecycle management, deployments, and integrations ### Soft Skills - Strong stakeholder management and communication skills - Leadership experience managing cross-functional teams - Problem-solving, escalation handling, and decision-making capabilities ### Roles & Responsibilities - 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 - Operational Management ### Lead day-to-day support operations including - Incident triaging and resolution based on priority and business impact - Service request fulfillment through ServiceNow (RITMs, access provisioning, migrations) - Deployment and migration of Tulip applications across environments - Ensure seamless 24x7 support coverage and operational continuity for production systems - SLA & Performance Management - Monitor, track, and ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs) - Drive operational excellence through trend analysis of tickets, backlog management, and service improvements - Prepare and present periodic service performance reports (e.g., Monthly Service Reports) - Stakeholder & Customer Engagement - Serve as the primary interface between business stakeholders, platform teams, and delivery teams - Lead governance forums, service reviews, and executive communication cadences - Align service delivery priorities with business objectives and roadmap initiatives - Incident, Escalation & Risk Management - Own and manage critical incident escalations, ensuring timely resolution and communication - Identify and proactively mitigate delivery risks related to capacity, platform stability, and site rollouts - Collaborate with program management and enterprise teams to resolve complex issues - Resource & Capacity Planning - Plan and optimize resource allocation based on support demand, ticket trends, and site expansion requirements - Manage onsite-offshore delivery model and ensure appropriate coverage across business hours - Drive team onboarding, training, and capability development ________________________________________ - Continuous Improvement & Automation - Identify and implement opportunities for process optimization and automation (e.g., access provisioning, monitoring, testing) - Drive initiatives for proactive monitoring, self-service, and self-healing capabilities - Enhance service delivery through SOP standardization and workflow improvements - Compliance & Quality Assurance - Ensure adherence to Tulip SOPs, validation requirements, and regulatory compliance standards - Support audit and inspection readiness through documentation, traceability, and process controls - Maintain quality standards across all service delivery activities - Transformation & Innovation - Lead transformation initiatives aligned with digital strategy and Tower-X operating model - Support expansion of Tulip platform capabilities, integrations, and global rollouts - Identify and drive innovation opportunities to improve efficiency and business outcomes 11. Communication & Reporting ### Provide structured communication including - Daily/weekly operational updates - Monthly and quarterly service reviews - Executive summaries and governance reporting - 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. #LI-SP1