Director - Digital Service Delivery

Tata Consumer Products Limited (TCPL) is one of India's leading FMCG companies and part of the Tata Group. The company owns several well-known consumer brands across beverages and food categories and is currently investing heavily in digital transformation across sales, supply chain, and enterprise operations.

Website: Tata Consumer Products

LinkedIn: https://www.linkedin.com/company/tata-consumer-products/

Role: Director - Digital, Service Delivery

Location & remote/office/hybrid work:

Work location: Bangalore

Office location: Kirloskar Business Park, Hebbal https://maps.app.goo.gl/pgoUiGW17seUdvCG7

Notice Period: 60 days

Interview process:

- R1 with Global CIO

- OPQ Assessment

- R2 with Global Chief Digital Officer and Director - HR - Integrated Operations

Role overview:

The Director - Digital Service Delivery is responsible for ensuring seamless, resilient, and scalable service delivery across TCPL's landscape, encompassing functions such as Sales & Supply Chain, which utilize a diverse suite of business-critical applications. This role is pivotal in optimizing digital operations by aligning technology, processes, and stakeholder needs with strategic agility.

The incumbent will demonstrate strong digital acumen, operational foresight, analytical clarity, and proactive leadership to drive high service quality across TCPL's ecosystem. By orchestrating cross-functional collaboration and owning escalations and continuous improvement, this role ensures platform stability and empowers the organization with enhanced visibility, faster execution, and data-driven decision-making across the enterprise.

Main Focus:

- Establish and lead a unified service delivery framework for applications and products (not just infrastructure).

Key Responsibilities:

- Define and institutionalise service delivery processes (currently fragmented/absent).

- Manage crises, hotspots, P1/P2 incidents, and ensure SLAs.

- Work across vendors, IT, and business teams to clarify ownership and accountability.

- Lead a team of 4-5 senior professionals and large vendor teams.

- Profile: Blend of product/project delivery and service delivery experience. Strong process and stakeholder management skills.

What you need:

- B.E/B.Tech in Computer Science or IT or MBA.

- 12-15 years of experience in IT service delivery or digital operations, preferably within FMCG or manufacturing sectors.

- Strong understanding of Value chain including Sales & Supply chain.

- Demonstrated skills in vendor management, delivery excellence, service reporting, operational planning, and proactive issue resolution.

- Proven ability to translate business requirements into effective delivery execution, complemented by clear and concise stakeholder communication.

- Exhibits an ownership mindset with a strong bias for action and a team-first attitude.

What would you do here:

1. Financial Outcomes:

- Operational Efficiency Gains: Ensure high performance, uptime, and stability across various platforms, applications & services across the value chain & functions - DMS, SFA, procurement, planning, order management, digital enablement, etc. to minimize downtime, reduce operational overhead, and improve overall productivity.

- Business Acceleration & Revenue Enablement: Deliver seamless service support and timely issue resolution across Integrated OPS applications to accelerate cross-functional business processes, enhance user satisfaction, and drive faster execution across the value chain.

- Cost Optimization: Champion automation, process improvement, and integration initiatives across the Integrated OPS ecosystem to eliminate inefficiencies, reduce manual interventions, and optimize IT and operational expenditures.

2. Customer Service:

- Consistent and Reliable User Experience: To ensure stable and high-performing applications, platforms & services, delivering smooth and dependable digital experiences for internal stakeholders and external partners.

- Service Excellence Through Innovation: Leveraging automation, integration, and data insights, lead continuous service improvement, enabling faster response times, reduced escalations, and a more agile support environment.

3. Internal Process:

- Operational Leadership: Oversee performance and continuity across major applications, ensuring high uptime, stability, and prompt issue resolution. Oversee ITIL-based service management (incident, change, problem, release).

- Escalation & Vendor Governance: Lead complex escalation flows for incidents and service interruptions, maintaining stringent service KPIs. Foster accountability and seamless collaboration among multiple support partners and internal teams through comprehensive governance frameworks.

- Process Design & Enablement: Lead process enhancements across diverse operational applications in management and supply chain workflows. Develop and maintain onboarding documentation, checklists, SOPs, and service playbooks to ensure process consistency and efficient knowledge transfer in a dynamic environment.

- Cross-Functional Collaboration: Partner with Supply Chain, Commercial, Technology, and other business units to ensure integrated service delivery remains aligned with evolving business priorities. Act as a key liaison between business stakeholders, technical teams & vendor partners translating system, user, and process requirements into effective operational outcomes.

- Platform Ownership: Own the end-to-end delivery, enhancement, and support of core integrated business operations applications. Ensure seamless processes, delivery excellence, and service continuity for major applications & platforms across functions & value chain.

4. Innovation and Learning:

- Driving Innovation Through Stability: By ensuring seamless and stable performance of our core platforms & applications.

- Empowering Teams Through Learning: The role promotes a culture of proactive issue resolution and continuous learning, mentoring teams to take ownership and evolve their problem-solving capabilities.

- Enabling Scalable Solutions: Through automation, integration, and data-driven strategies, lead and enable scalable improvements and future-ready operations.