Senior Service Delivery Manager

Inclusion without Exception

Tata Consultancy Services (TCS) is an equal opportunity employer, and embraces diversity in race, nationality, ethnicity, gender, age, physical ability, neurodiversity, and sexual orientation, to create a workforce that reflects the societies we operate in. Our continued commitment to Culture and Diversity is reflected in our people stories across our workforce and implemented through equitable workplace policies and processes.

TCS has been serving the Canadian marketplace for more than 35 years and today is the technology partner of choice for many of the country's leading organizations. As one of the largest IT services providers in Canada and globally, TCS is aiming to become the world's largest AI-led technology services company and is enabling its clients to transform themselves across the full AI stack, from infrastructure to intelligence.

Rooted in the heritage and values of the Tata Group, TCS is focused on creating long-term value for its clients, investors, employees, and the communities it serves. With a highly skilled workforce supporting customers from coast to coast, TCS has consistently been recognized as a Top Employer by the Top Employers Institute, including a recent top ranking at the country level.

TCS also sponsors 14 of the world's most prestigious marathons and endurance events, including the TCS Toronto Waterfront Marathon, reflecting its commitment to health, sustainability, and community empowerment.

Service Delivery Manager

Role Overview

We are seeking an experienced Service Delivery Manager with a strong background in application support, Microsoft technology stacks, and the banking domain. The role will be responsible for ensuring reliable service delivery, managing critical incidents, driving continuous improvement, and maintaining strong client relationships.

Must-Have Skills

• Extensive experience in Application Support / Service Delivery, preferably within enterprise environments.
• Strong experience with Microsoft technology stacks, including Windows and .NET.
• Solid understanding of IT systems, applications, and infrastructure.
• Previous experience working in the banking industry.
• Strong knowledge of ITIL and IT Service Management (ITSM) practices, including:
• Incident Management
• Problem Management
• Change Management
• Service Level Management
• Strong client and stakeholder management skills with the ability to manage expectations and maintain customer satisfaction.
• Good project management skills, including planning, resource coordination, timelines, and deliverables.
• Strong analytical and problem-solving abilities.
• Continuous improvement mindset with experience identifying and implementing process and service delivery improvements.
• Excellent communication and interpersonal skills.

Good-to-Have Skills

• Experience in Commercial Banking, particularly areas such as:
• Payments
• Capital Markets

Key Responsibilities

• Maintain high-performance levels across service-related processes and implement improvement initiatives where required.
• Take ownership of critical/major incidents, coordinate resolution teams, and ensure effective stakeholder communication.
• Facilitate post-incident reviews and drive corrective and preventive actions.
• Ensure appropriate systems, procedures, and methodologies are in place to support high-quality service delivery.
• Take accountability for service delivery performance, SLAs, customer expectations, and future demand.
• Provide production support for application issues and technical queries.
• Analyze business and system requirements and recommend appropriate technology solutions.
• Identify opportunities to improve operational efficiency, service quality, and support processes.
• Provide after-hours/on-call production support when required.

Salary Range - CA$ 90,000 - CA$ 110,000 Per Year

Tata Consultancy Services Canada Inc. is committed to meeting the accessibility needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code (OHRC). Should you require accommodation during the recruitment and selection process, please inform Human Resources.

Thank you for your interest in TCS. Candidates that meet the qualifications for this position will be contacted within a 2-week period. We invite you to continue to apply for other opportunities that match your profile.