New 
Service Delivery Transformation & Automation Lead
 Tata Consultancy Services | |
$130,000 - $150,000
| |
sick time, 401(k)
| |
 United States, Tennessee, Chattanooga | |
 Nov 07, 2026 | |
|
Job Description
Must Have Technical/Functional Skills *
12-15 years of IT service delivery, transformation, automation, or managed services experience with senior leadership responsibility *
Transformation strategy, roadmap, portfolio prioritization, and Service Improvement Plan governance (scope, milestones, stage gates, outcome measures, dependencies, benefit realization) *
Automation, AI, self-service, self-heal, Power Platform, ServiceNow/Now Assist, and agentic AI use cases *
Strong knowledge of ServiceNow ITSM, Now Assist, Virtual Agent, Predictive Intelligence, Nexthink, Intune/MECM, Jamf, AVD/Horizon, Power Platform, and automation integration patterns *
Benefits realization, baselining, KPI/XLA measurement, value tracking, and executive reporting (contact reduction, autonomous resolution, CSAT, DEX, patching, packaging, knowledge coverage) *
Program governance, stage gates, CAB, risk, security, AI guardrails, and compliance; strong ITIL, CSI, incident, problem, change, release, and audit knowledge *
AI operating models, responsible-AI guardrails, approval controls, human-in-the-loop processes, and automation registries *
Cross-tower leadership across Service Desk, VDI, DEX, HAM, Mac, WIT, and Workforce Automation *
Coding is not mandatory; strong understanding of workflow automation, AI, Power Platform, ServiceNow, APIs, and analytics required Roles & Responsibilities *
Own the Service Improvement, Transformation, Automation, and AI delivery roadmap across in-scope digital workplace towers *
Maintain a prioritized Continual Improvement Register with baseline, value hypothesis, owner, dependencies, target dates, expected benefits, and realized outcomes *
Chair weekly improvement working sessions and support the Monthly Improvement Board, Security and AI Council, stage-gate, and quarterly executive reviews *
Identify opportunities from ticket drivers, repeat contacts, reopened incidents, RCA records, Nexthink signals, CSAT comments, knowledge gaps, patch exceptions, and failed automations *
Assess and prioritize initiatives based on demand reduction, user impact, risk, compliance, feasibility, platform fit, and customer effort *
Translate improvement opportunities into approved designs, delivery plans, pilots, test evidence, CAB submissions, rollback plans, runbooks, and adoption activities *
Lead automation initiatives using ServiceNow/Now Assist, Virtual Agent, Nexthink Remote Actions, Power Platform, Entra ID, Intune/MECM, Jamf, AVD/Horizon, and approved AI platforms *
Drive self-service, self-heal, shift-left, agent assist, AI triage, intelligent routing, automation monitoring, endpoint remediation, and agentic orchestration use cases *
Establish measurement formulas, data sources, exclusions, quality guardrails, and signed-off baselines using ServiceNow and approved tower tools *
Track contact reduction, autonomous-resolution rate, fallback, self-service adoption, DEX, knowledge coverage, vulnerability-remediation speed, packaging turnaround, and validated benefits *
Validate benefits 60-90 days after go-live and ensure repeat contacts and CSAT remain within approved guardrails *
Coordinate tower leads, solution architects, automation engineers, AI CoE, platform engineering, security, IAM, application owners, vendors, and business stakeholders *
Manage transformation risks, dependencies, access, licenses, environments, approvals, resource requirements, and change-control decisions *
Ensure AI and automation solutions comply with security, privacy, auditability, least privilege, human approval, and responsible-use requirements *
Produce roadmap, scorecard, benefits, adoption, risk, dependency, automation registry, and executive-governance reporting *
Drive knowledge transfer, capability building, reusable assets, standards, playbooks, and transition of approved solutions into BAU support *
Act as the senior US-based transformation lead, aligning service-delivery outcomes with business priorities and measurable customer value Generic Managerial Skills, If any *
Executive communication and stakeholder influence *
Strategic thinking and outcome-oriented program leadership *
Business-case development, prioritization, and benefits realization *
Cross-functional leadership, negotiation, and conflict resolution *
Structured governance, risk management, and decision-making
Salary Range: $130,000 - $150,000 a year TCS Employee Benefits Summary: Discretionary Annual Incentive. Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans. Family Support: Maternal & Parental Leaves. Insurance Options: Auto & Home Insurance, Identity Theft Protection. Convenie nce & Professional Growth: Commuter Benefits & Certification & amp; Training Reimbursement. Time Off: Vacation, Time Off, Sick Leave & Holidays. Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing. #LI-SP1
Location
Chattanooga, TN
Function
TECHNOLOGY
Role
Lead
ID
438560
Skills
Artificial Intelligence | ITSM
Salary Range
$130,000 - $150,000 Desired Candidate Profile
Qualifications BACHELOR OF COMPUTER SCIENCE | |