IT Service Delivery Manager

Role: IT Service Delivery Manager Experience: 5+ years Location: Stockholm, Sweden Type: Full-time, Permanent contract Work Model: On-site Tata consultancy Services is an IT services, consulting and business solutions organization that has been partnering with many of the world’s largest businesses for the past 50 years. We believe innovation and collective knowledge can transform all our futures with greater purpose. We help companies across industries achieve their strategic goals and lead their digital transformation programs. With 600,000 experts globally and 18,000+ consultants working for leading Nordic Customers, we have a strong sense of purpose for the ecosystem around us – our employees, partners, customers and society. About the role As an IT Service Delivery Manager, you will help ensure that business-critical IT services are reliable, effective and focused on user needs. You will connect IT service teams, business stakeholders, key customers and external providers, ensuring that services meet agreed performance levels and continuously improve in quality, efficiency and user satisfaction. The role requires a strong combination of service management and technical expertise, with the ability to engage and challenge technical teams, understand Infrastructure and Digital Workplace services, assess operational risks, and drive service stability and continuous improvement. Key Responsibilities

• Manage day-to-day IT service delivery and ensure agreed service-level agreements (SLAs) and key performance indicators (KPIs) are achieved.
• Act as the primary point of contact between IT service teams, business stakeholders and key customers, building effective working relationships.
• Collaborate with Infrastructure and Digital Workplace technical leads to challenge existing practices, address service gaps, and drive continuous service improvement.
• Experience in driving AI adoption and automation across IT services to improve service quality, user experience, and operational efficiency will be a distinct advantage.
• Monitor service performance, availability, capacity and user satisfaction, and prepare regular service performance reports for senior management.
• Lead major incident management and ensure clear, timely communication and effective resolution during outages and service disruptions.
• Oversee incident, request, problem, change and service-level management processes, including root-cause analysis and permanent resolution of recurring issues.
• Develop and maintain service improvement plans, service documentation, operating procedures, service catalogues and knowledge bases.
• Coordinate service transitions for new or changed services, track service risks and dependencies, and promote ITIL-based continuous improvement.
• Manage external IT service providers and vendors, monitoring performance against contracts, SLAs and agreed KPIs.

About you You are a structured and customer-focused service management professional who can bring together technical teams, suppliers and business stakeholders. You communicate clearly in high-pressure situations, use service data to guide decisions and promote practical, ITIL-based continuous improvement. Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business or a related field.
• At least 5 years of experience in IT service management, IT operations or service delivery within a medium-to-large organization.
• Strong knowledge of ITIL service management principles and hands-on experience with incident, problem, change, request and SLA management.
• Language: Excellent written and verbal communication skills in English are required. Conversational proficiency in Swedish is desirable.

You do not need to match every point perfectly to start a conversation with us. If you bring strong IT service delivery experience, sound stakeholder management skills and a continuous-improvement mindset, we encourage you to apply. What we offer

• Wellness allowance and comprehensive employee benefits.
• 30 days of Annual vacation, collective agreement and competitive pension arrangements.
• Group insurance and access to the Benifex benefits portal with exclusive discounts.
• Continuous learning, training and development opportunities.
• Access to world-class learning platforms.
• Long-term career growth within a global organization.

Ready to make an impact? Join a company where innovation, collaboration and continuous development are part of everyday life! You are welcome to submit your CV via LinkedIn. Applications are reviewed on an ongoing basis. For questions regarding the position (please do not send CVs, due to GDPR CVs will be deleted), please contact: sweden.careers@tcs.com and use the subject line "Role Question -[Job Title it regards]" We look forward to receiving your application via LinkedIn. Privacy Note: https://ibegin.tcs.com/iBegin/privacy-notice