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Service Delivery Manager in Finance and Accounting


Owns delivery of one large account vis-à-vis service delivery, client satisfaction, financial metrics, people development & business development support. Will provide day to day servicing requirements to the client, and ensure that service is meeting or exceeding client expectations.



· Owns service delivery of one project / large account multiple / accounts with multiple teams

· Ensures delivery excellence in alignment with strategy, focusing on efficiency, productivity & quality

· Responsible to create Service Level Agreement (SLA) dashboards for unit, in tandem with Transition team & ensure smooth handover

· Resolves slippage issues, if any, with team leaders, escalate significant delivery issues, requiring senior management intervention as appropriate

· Create mitigation plans for ensuring slippage / service credit-free delivery.

· Drive Innovation and measure metrics on the same

· Provide data to the stakeholders (Quality, HR, Finance, Admin) on time

· Provides support in closure of SOW and MSA

· Provides input for RFIs / RFPs as appropriate and support for the creation of sales collateral such as case-studies, whitepapers, etc. (Process)



· Identify areas of security lapses and immediately act upon security incidents

· Contributes to the development / review of appropriate business continuity plans – ensures periodic drills & review of the same

· Ensures successful deployment of business continuity plans in project teams during contingent situations

General Process Control

· Ensures process automation, digital dash boards and web portals in every process / account

· Evaluates process change feasibility & where required, articulates need / benefits to the customer and drives the improvement process

· Ensures span of control

· Regularly benchmarks process with similar processes in TCS / Industry

Financial Control

· Ensures time sheet compliance, nil billing leakages, H1/H2 compliance, targeted retention

· Owns the revenue targets for assigned account & ensures achievement

· Improve profitability by managing cost & facilitating debt collections

· Ensures timely billing & compliance to time sheets in process teams

· Ensures minimal lead-time in conversion of non-billable to billable resources in account

Quality Functions

· Participation and enablement of certifications related to quality, compliance, process standardization, etc

· Ensures that documentation and reusable assets are created in engagements / project teams & shared as appropriate – Knowledge Management

· Shares best-practices, ensures standardization & replication of processes

· Monitors how many reusable assets has been used in the various processes

Customer Satisfaction

· Ensures high customer satisfaction levels & conducts periodic dipsticks to measure the same through structured VoC templates

· Periodically reviews metrics with customer

· Ensures customer visits are well-managed

· Interfaces with customer to address escalated concerns

· Participates in client presentations to showcase project’s depth of delivery expertise / capability & explores opportunities to increase wallet share from customer

· Manages client visits / floor walks to delivery site & appropriately projects delivery capabilities

People Management

· Ensures timely redressal of project associates’ grievances, arbitrating where required

· Ensures fluidity & rotation to manage associate aspirations and account needs

· Ensures all Deployment HR initiatives are communicated & implemented

· Organizes adequate team-building activities such off-sites, team lunches, etc on a periodic basis

· Sets reasonable, challenging and clear performance goals for direct reports, communicates expectations clearly, monitors performance & provides appropriate feedback

· Communicates regularly and motivates the team ensuring retention management

· Ensures team members are provided opportunities to further their career aspirations in line with their capabilities and organizational requirements thereby creating a Job rotation culture

· Identifies individuals in the process and grooms them to ensure Succession planning

· Monitors associate morale periodically, through dip-stick / skip-level meetings, open houses, etc

· Encourages initiatives to foster work-life balance & make the work-environment lively

· Identifies & assigns appropriate roles to team members while discussing an appropriate career path for direct team members

· Monitors gaps in one’s own required competencies & creates a development plan vis-à-vis one’s current / aspirational role in discussion with manager

· Enrolls for relevant learning / development programs to bridge competency gaps

· Participates in learning sessions to share one’s own expertise in process / domain / management scope as required

· Participates in recruitment activities to source talent in live with organizational goals


· Graduation in Commerce or Economics or Accounts or Finance, as Major

· Over all 8 – 10 years of experience

· Core experience of 6 years in F&A (AP / AR / GL)

· 5 years in Project Management experience in similar field


Lazar Ivanovic +36 1 886 8158


Lazar Ivanovic +36 1 886 8158