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 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