What are the responsibilities and job description for the IT Service Delivery Manager position at Radiate E Services Pvt Ltd?
We are seeking an experienced IT Service Delivery Manager with a strong background in Manufacturing Applications to oversee large-scale, 24/7 support services. This role requires managing both onsite and offshore teams, collaborating with key customer stakeholders, and ensuring smooth service delivery for Manufacturing Execution Systems (MES), Historian systems, and AspenTech IP21.
As the Service Delivery Manager, you will take full ownership of the service delivery process, ensuring high-quality service and a customer-first mindset. The ideal candidate will have expertise in IT Service Management (ITSM), strong leadership capabilities, and deep knowledge of manufacturing applications.
Key Responsibilities:
- Manage Service Delivery: Oversee and manage large teams providing 24/7 support across the onsite-offshore model for IT services in manufacturing applications.
- Stakeholder Collaboration: Work closely with customer leadership and internal teams to ensure alignment with business objectives, and actively manage customer pain points and priorities.
- End-to-End Ownership: Take full responsibility for service delivery and performance, ensuring that service level agreements (SLAs) and commitments are met.
- Communication: Maintain clear and effective verbal and written communication with both internal teams and external stakeholders, ensuring smooth service operations.
- Continuous Improvement: Identify areas of improvement in service delivery processes, propose solutions, and ensure continual improvement to meet customer satisfaction goals.
- Technical Expertise: Leverage knowledge and experience in Manufacturing applications, such as MES, Historian systems, and AspenTech IP21, to ensure effective service delivery and issue resolution.
Required Qualifications:
- Experience: 10 years in IT, with at least 5 years of experience in Service Delivery Management for large AMS programs.
- Technical Expertise: Knowledge and hands-on experience with Manufacturing applications (MES, Historian systems, AspenTech IP21).
- Leadership: Proven ability to manage large, diverse teams and ensure effective collaboration between onsite and offshore teams.
- Customer Service Mindset: Demonstrated experience in understanding customer pain points, priorities, and delivering service excellence.
- Communication: Exceptional verbal and written communication skills in English.
- Work Authorization: Must be a US Citizen (USC).
Preferred Qualifications:
- Certifications in IT Service Management (e.g., ITIL, PMP).
- Familiarity with manufacturing and industrial systems beyond MES, such as SCADA or PLC systems.
Job Type: Full-time
Pay: $110,000.00 - $140,000.00 per year
Application Question(s):
- Are you comfortable with the location of the position?
- Have you applied to TCS through any job portal or consultant in the last six months?
- Are you open to full-time opportunities?
- What is your Current Location?
- What is your Current CTC?
- What is your Expected CTC?
- Are you US Citizen or GC EAD or GC?
Experience:
- ITES/IT: 10 years (Required)
Work Location: In person
Salary : $110,000 - $140,000
