Associate Manager- Service Delivery, Digital

We at Tata Consumer Products, a leading FMCG powerhouse, are on an exhilarating journey to transform our sales operations through cutting-edge IT enablement. Our pursuit of excellence propels us toward innovations that redefine industry standards, and we’re looking for a maverick to lead this revolution. If you’re passionate about the intersection of IT, sales, and business operations, we want you on our team!

Associate Manager – Service Delivery, Digital

Geography: Global

Direct reports: Associate Director – App Ops, RPA

Complexity of the role (Optional):

 Operational Leadership: Oversee performance and continuity across

Integrated operations application, ensuring high uptime, stability, and prompt

issue resolution. Drive proactive monitoring as well as incident, service, and problem management

to minimize business disruptions.

Escalation & Vendor Governance:

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

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:

Technology, and other business units to ensure integrated service delivery remains

aligned with evolving business priorities. Act as a key liaison between business

stakeholders and technical teams, translating system, user, and process

requirements into effective operational outcomes.

Platform Ownership:

core integrated business operations applications. Ensure seamless processes, delivery

excellence, and service continuity for all operational users and platforms across the value

chain.

Type of Role: Individual Contributor

Cross

functional business teams, digital delivery

teams, External vendor partners.

What are the Key Deliverables in this role ?

Financial Outcomes

Operational Efficiency Gains

Business Acceleration & Revenue Enablement

Cost Optimization

Customer Service

Consistent and Reliable User Experience:

Proactive Service Recovery:

Service Excellence Through Innovation

Internal

Innovation and Learning

Driving Innovation Through Stability:

Empowering Teams Through Learning

Enabling Scalable Solutions:

What are the Critical success factors for the Role ?

B.E/B.Tech in Computer Science or IT + MBA from a reputed B-school is preferred.

5–7 years of experience in IT service delivery or digital operations, preferably within FMCG or manufacturing sectors.

Integrated OPS applications,

 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 are the Desirable success factors for the Role ?

 Is a disruptor at heart, who looks at the status quo and says, "We can do better."

 Boasts a bias for action that's so pronounced, it's almost palpable, with a sense of urgency that's as infectious as it is inspiring.

 Has the charisma to rally troops and the tact to navigate the corridors of corporate power.

 Is a data whisperer, capable of coaxing insights from the noise to inform decisions and drive growth.

 Exudes a passion for problem-solving that's matched only by a We're offering a chance to be part of something that's bigger than any one individual. It's a call to arms for those who want to leave an indelible mark on the world of FMCG