Category: IT Infrastructure Service Delivery Manager
Tenure: Contract - W2
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Description
You own the end-to-end delivery and governance of infrastructure services.
Responsibilities
Oversee service delivery and governance against defined service levels, acting as the single point of ownership for performance and client satisfaction.
Lead client governance meetings (weekly, monthly, quarterly) and manage all stakeholder communication and escalations.
Ensure adherence to contractual obligations, managing Incident, Problem, and Change processes including Root Cause Analysis (RCA).
Drive strategic initiatives, focusing on automation, process improvement, and innovation roadmap execution.
Coordinate delivery across onshore, nearshore, and offshore teams to maintain unified service execution.
Required Skills
9-12 years in service management with expertise in client-facing roles and onshore-offshore models.
Deep understanding of ITIL standards and service management principles.
Experience managing E2E Infra support including Service Desk, Infrastructure, Cloud (AWS), and ServiceNow.
Subject matter expertise in Network, CloudOps, Storage, Backup, and Linux.
Proven ability to derive outcome-driven KPIs and conduct data analysis for trend identification.
Experience managing service delivery, including SLA adherence and reviewing CSAT metrics.
Familiarity with Agile practices to minimize production backlog.