Service Delivery Director

Role: Service Delivery Director Location: London If you need support in completing the application or if you require a different format of this document, please get in touch with at UKI.recruitment@tcs.comor call TCS London Office number 02031552100 / +44 204 520 2575 with the subject line: “Application Support Request”. Careers at TCS: It means more TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership. The Role The Service Delivery Director holds end-to-end accountability for delivering complex programs and services to enterprise clients. This role requires leadership in digital transformation, driving operational excellence, and ensuring robust governance frameworks. The Director will engage with senior stakeholders, oversee cross-functional teams, and maintain high standards of service quality and compliance. Your responsibilities: Own end-to-end delivery accountability to the client CIO for the agreed outcomes in the TCS contract, ensuring alignment with objectives and service expectations. • Act as the single point of ownership across both client and partner delivery teams, ensuring integrated planning, execution, and issue resolution. • Maintain strong governance structures, reporting, and risk management to ensure predictable, high-quality delivery. • Champion best practices in service delivery, digital transformation, and technology adoption to continuously improve performance and customer satisfaction. • Build trusted relationships with senior client stakeholders, including the CIO and their leadership team, providing confident, data-driven insights and updates. • Demonstrate leadership gravitas in managing complex stakeholder environments, navigating organizational dynamics with diplomacy and assertiveness. • Monitor and manage partner performance to agreed SLAs and KPIs, holding teams to account and proactively addressing any deviations. • Foster a culture of collaboration, accountability, and continuous improvement across delivery teams. • Maintain a working knowledge of modern enterprise technology landscapes and emerging trends relevant to the client’s domain. • Be available to work in London at least 2 days per week, building in-person rapport and maintaining visibility with key stakeholders. Your Profile Essential skills/knowledge/experience: 1. Executive Presence & Gravitas o Confident, calm under pressure, and able to influence at CIO and senior leadership level. o Capable of commanding respect and driving alignment across complex stakeholder landscapes. 2. Strategic Thinking & Outcome Orientation o Focused on delivering measurable business and customer outcomes, not just activities. o Understands how to translate contractual commitments into operational value. 3. Strong Stakeholder & Relationship Management o Proven ability to build trust and manage relationships at all levels – from C-suite to delivery teams – within both client and partner organizations. 4. Delivery Leadership Across Multi-Party Ecosystems o Experienced in leading hybrid delivery teams, balancing internal teams, vendor/partner contributions, and cross-functional dependencies. 5. Technological Awareness o Familiar with enterprise IT landscapes, digital transformation, customer experience technologies, and current best practices. o Not expected to be hands-on but must be conversant in tech topics with credibility. 6. Governance & Commercial Acumen o Able to manage and report on delivery health, risk, budget, and performance against SLA/KPIs. o Understands the commercial implications of delivery decisions and contract obligations. 7. Adaptability & Problem Solving o Thrives in dynamic environments; adept at managing ambiguity and finding solutions collaboratively. o Takes ownership and demonstrates accountability. 8. Communication Excellence o Clear, concise communicator who can tailor messaging for different audiences – from technical teams to board-level stakeholders. 9. Collaborative Leadership Style o Leads through influence, not authority; inspires delivery teams to perform at their best while maintaining high morale and alignment. Desirable skills/knowledge/experience: 1. Prior experience and expertise of working with CXO managing Service Delivery Service Delivery Management/SIAM experience with multi locational and multi disciplinary teams 2. Experience in managing CXO level stakeholders 3. Good understanding of ITIL, AGILE, DEVOPS methodologies 4. Experience on Utilities with be added advantage Rewards & Benefits TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop, phone, access to extensive training resources and discounts within the larger Tata network. We offer health & wellness initiatives and sports events; we are the proud sponsor of the London Marathon. Diversity, Inclusion and Wellbeing Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the UK Equality Act 2010 and the UK Human Rights Act 1998. We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role. As a Disability Confident Employer, we offer an interview to applicants with disabilities or long-term conditions who meet the minimum criteria for the role. Please email us at UKI.recruitment@tcs.com if you would like to opt in. If you are an applicant who needs any adjustments to the application process or interview, please contact us at UKI.recruitment@tcs.comwith the subject line: “Adjustment Request” or call TCS London Office 02031552100 / +44 204 520 2575 to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process. Beware of Fraudulent offers This is to notify you that TCS does not ask for any sort of payment or security deposit from candidates at any stage of the recruitment process. The firm never sends out job offers from free internet email services like Gmail, Yahoo Mail, and so on. TCS has not authorised any third-party company to collect money on their behalf. As a vigilant job seeker, beware of fraudulent recruitment activity and protect your interests! You can write to UKI.recruitment@tcs.com to report any fraudulent activity. Due to the high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion. Join us and do more of what matters. Apply online now.