Role Description

• Accountable for end-to-end responsibility of TCS’ delivery across all business areas
• Ensures TCS teams’ understanding of service levels and implements necessary steps to achieve the service levels
• Provides periodic performance management reports to stakeholders on service levels
• Facilitates overall administrative, personnel, technical, and other support as required to successfully perform 
• Provides continuous process improvements to enhance the Services provided to end customer, including management of TCS’ execution of its Continuous Improvement Plan as it relates to this SOW
• Review engagement status and metrics
• Resolve escalated issues related to operations
• Ensure health checks for the engagement
• Ensure consistent process across all Business areas or system groups
• Coordinate with senior management to ensure optimal governance
• Review and management of KPIs and delivery dashboards, including utilization, service levels, and performance management, quality, and customer experience
• Leading a team of geographically dispersed resources to deliver projects on time and within budget
• Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence 
• Understanding the pipeline of demand and ensure to supply required resources
• Define and establish mechanism to derive and monitor Support and ADM SLA/Metrics
• Define and establish Governance – Weekly, Monthly and Executive
• Identify risks and issues, report the same appropriately to customer
• Ensure implementation of appropriate quality processes 
• Facilitate communication, coordination and team building activities 
• Collaboration with stakeholders to support strategic initiatives
• Interpret company objectives to provide group road map