Service Delivery Manager

Key Responsibilities:

Service Delivery & Operations

Oversee global infrastructure service delivery ensuring adherence to SLAs, KPIs, and compliance standards.

Act as the primary escalation point for critical incidents and ensure timely resolution.

Drive operational excellence through proactive monitoring and governance.

Customer Relationship Management

Build and maintain strong relationships with key stakeholders and customers.

Conduct regular service reviews and ensure high levels of customer satisfaction.

Process Improvement & Automation

Identify gaps and inefficiencies in existing processes and implement best practices.

Lead automation initiatives to improve efficiency and reduce operational costs.

Financial & Resource Management

Manage budgets, forecasts, and cost optimization for infrastructure services.

Ensure effective resource planning and allocation across global teams.

Contract & Vendor Management

Oversee vendor contracts, performance, and compliance with agreed terms.

Negotiate and manage service agreements to ensure value delivery.

Team Leadership

Lead and mentor global service delivery teams, fostering collaboration and accountability.

Drive performance management and career development initiatives.

Governance & Reporting

Define and track service delivery metrics, prepare dashboards and reports for senior leadership.

Ensure compliance with organizational policies and regulatory requirements.

Experience:

o Minimum 10+ years in IT Infrastructure roles, with at least 5 years in service delivery management.

o Proven experience in managing global teams and large-scale infrastructure environments.

Technical Skills:

o Strong understanding of infrastructure technologies (Servers, Storage, Networking, Cloud, Virtualization).

oFamiliarity with ITSM tools and frameworks (e.g., ServiceNow, ITIL).

Business Skills:

o Financial management and budgeting experience.

o Resource and contract management expertise.

Preferred Skills:

ITIL v4 Certification or equivalent.

Experience in automation tools and scripting for infrastructure operations.

Exposure to cloud platforms (AWS, Azure, GCP).