Engagement Delivery Owner

Job Description

• Act as the primary point of contact for onshore clients, ensuring alignment with business objectives and maintaining strong stakeholder relationships through regular governance meetings and proactive communication

• Proven abilities in Adoption of new technology or solutions like Robotic Process Automation, Predictive/Generative Analysis or Artificial Intelligence that can transform our current ways of operating and enable continuous process improvement in the longer run

• Own end-to-end delivery governance for assigned portfolios, including monitoring KPIs, SLAs, and compliance with contractual obligations. Ensure timely escalation and resolution of delivery risks.

• Lead multi-domain delivery programs across regions, driving agile execution and ensuring adherence to timelines, budgets, and quality standards

• Experience of managing delivery teams technology involving IT Support Services (Helpdesk, Identity & Access Management), SMAX Practice, Automation & AI, and Customer Experience & infrastructure managed services .

• Good relationship and stakeholder management skills and proven ability to operate effectively in a matrix management environment.

• Managing delivery teams at different locations (Singapore/India) to ensure the smooth service delivery as per agreed SoW/contract

• Sound understanding of relevant TCS processes, practices and methodologies with ability to translate the proposed operating Model to day-to-day service delivery.

•Facilitate seamless collaboration between onshore and offshore teams, ensuring clarity on roles, responsibilities, and deliverables to optimize productivity and reduce operational friction.

• Implement governance frameworks to manage risks, compliance, and audit requirements across delivery portfolios, ensuring adherence to client and organizational standards.

• Prepare and present detailed status reports, dashboards, and performance metrics to senior leadership and client stakeholders, highlighting progress, risks, and mitigation plans.

• Drive initiatives for process optimization, automation, and adoption of emerging technologies (e.g., GenAI, analytics modernization) to enhance delivery efficiency and client satisfaction).

Requirements of this position

• Work with the key client stakeholders to understand the demand opportunities in their areas and position TCS capabilities accordingly.

• Managing the strategic partnership and leverage Agentic AI and AI technologies to transform Customer business landscape

• Minimum 15–20 years of experience in IT service delivery, with proven ability to manage large-scale programs across multiple domains such as Service Desk, Cloud infrastructure, and manage ITSM platforms.

• Should have atleast 10 years experience in Problem Mgt, Change, Service Request,Monitoring of events and alerts,Backup and Recovery services & Infrastructure administration

• To showcase TCS capabilities through PoCs, pilot projects, and CXO roundtables to address Customer's business challenges or requirements.

• Work closely with internal TCS stakeholders to ensure services are delivered to the Customer as per contract

• Expertise in identifying delivery risks, creating mitigation plans, and acting as the escalation point for critical issues to ensure service continuity and client trust.

• Demonstrated capability to lead cross-functional teams, engage with CXO-level stakeholders, and drive strategic initiatives for client satisfaction and business growth.

Must Have Skill/ Technology

• Experience in providing support services leveraging enterprise technologies such as SAP, Oracle Fusion, Microsoft Dynamics etc.

• Knowledge of ITIL process framework and business processes in Finance & HR functions

• Strong experience in managing large integrated support program consisting of IT, BPS, Cloud, Infrastructure, End User Computing areas

• To establish and expand C-level relationships in business, Finance, HR and IT

Good to have Have Skill/ Technology

• Strong domain experience in real estate investment and fund management

• Experience in enterprise architecture and managed services leveraging onsite/offshore delivery model

• Experience in deploying OmniChannel contact center solutions with Agent Assist,Quality Assist ,Workforce Management capabilities.

• Understanding of large program management and multi tier governance framework

•Working knowledge of Agile frameworks (Scrum, SAFe) and CI/CD pipelines to support faster delivery and collaboration with development teams.

• Familiarity with UiPath, Power Automate, or AI-driven analytics platforms for process optimization and predictive insights.

Minimum Qualification Level

Bachelor's degree or equivalent

Certification require

• Infra & Data Security: Switching & Routing
• Leadership Essentials - Managing Secure Delivery and Operations
• Infra & Data Security: Cyber Security Foundation
• Digital: Tech 4.0 Certified Professional
• Technology: Generative AI Foundation Curriculum
• Process: Wings2 - Scrum Master-PSM Curriculum
• Digital : Cloud Foundry_Intermediate
• AI Agents Delivery Accreditation Certification
• Now Assist Executive Micro Certification
• Agentic AI Executive Micro Certification
• Digital : Cloud Foundry_Intermediate

Minimum Years of Experience

21 Years in Total