Service Delivery Manager

Hiring: Infrastructure Service Delivery Manager (Hands On Infrastructure Operations)

We are looking for a Hands On Infrastructure Service Delivery Manager who is passionate about managing enterprise infrastructure operations and not just governance/reporting. This role requires someone who has grown through Infrastructure Operations and can lead teams while understanding the technology landscape across multiple towers.

Responsibilities

• Own end-to-end Infrastructure Operations and Managed Services delivery.
• Manage Infrastructure Towers including: Windows & Linux Servers
• Azure / AWS Cloud
• Network Operations
• Active Directory & Identity Management
• Backup & Storage
• Security Operations
• End User Computing / Service Desk
• Drive Incident, Problem, Change, and Service Request Management.
• Ensure SLA, KPI, and Customer Satisfaction targets are consistently achieved.
• Lead Major Incident Management and customer escalations.
• Conduct Weekly, Monthly, and Quarterly Service Governance Reviews.
• Drive automation, process improvement, and operational excellence initiatives.
• Manage transition-to-operation activities for new projects and services.
• Lead infrastructure teams, resource planning, performance management, and skill development.
• Ensure compliance with audit, security, and regulatory requirements.
• Manage third-party vendors and hosted Data Center operations.

Required Experience

• 8+ years of overall experience.
• Minimum 4+ years in Infrastructure Service Delivery / Infrastructure Operations Management.
• Strong experience managing enterprise Managed Services engagements.
• Hands-on understanding of: Windows / Linux Administration
• VMware / Virtualization
• Networking
• Storage & Backup
• Active Directory
• Cloud Platforms (Azure/AWS)
• Service Desk / EUC Operations
• Experience handling customer-facing delivery and executive governance.
• Strong knowledge of ITIL processes.
• Experience managing L1/L2/L3 support teams.
• Exposure to infrastructure transformation, cloud migration, and automation initiatives.