Service Delivery Manager - IT Infra

Role Overview

Responsible for ensuring the successful delivery of Managed Services in accordance with Service Level Agreements (SLAs), meeting customer expectations, maintaining high customer satisfaction, and driving effective, efficient, and sustainable service operations.

Key Responsibilities

• Manage end-to-end service delivery, ensuring compliance with SLAs, KPIs, and contractual commitments.

• Oversee 24x7 service operations, service transition, service acceptance, and continuous service improvement initiatives.

• Serve as the primary escalation point for customers and build strong relationships with key stakeholders.

• Lead service review meetings (Weekly, Monthly, and Quarterly Business Reviews) and monitor customer satisfaction (CSAT/NPS).

• Govern IT service management processes, including Incident, Problem, Change, Request, Capacity, Availability, and Backup & Recovery Management, following ITIL best practices.

• Lead, coach, and develop Service Managers, Team Leaders, and Engineers while managing resource planning and workforce allocation.

• Monitor service performance, conduct Root Cause Analysis (RCA), implement Service Improvement Plans (SIP), and reduce recurring incidents.

• Ensure compliance with information security policies, customer contracts, and audit requirements while managing operational risks.

• Oversee operational budgets, cost control, resource forecasting, and contract profitability.

• Prepare and present operational reports, executive dashboards, and Quarterly Business Reviews (QBRs) to customers and senior management.

Requirements

• Bachelor's degree in Computer Science, Information Systems, Computer Engineering, Master degree is an advantage

• 8 - 12 years of experience in IT Infrastructure and/or Managed Services.

• Minimum 5 years of experience as a Service Delivery Manager or in an equivalent leadership role.

• Proven experience managing large-scale Managed Services contracts and mission-critical IT services.

• Preferred certifications : ITIL® 4 Managing Professional, COBIT® Foundation, PMP® or PRINCE2®

Technical Competencies

• Service Delivery Management

• IT Service Management (ITSM)

• SLA Management

• Incident, Problem, and Change Management

• Capacity and Availability Management

• Disaster Recovery and Business Continuity Planning

• IT Infrastructure (Servers, Storage, Backup, Networking, and Virtualization)

• Cloud and Hybrid Infrastructure

• IT Operations Governance

• Risk Management

• Financial and Contract Management