Level 8 (Hyderabad)

Job Description

As a Service Delivery Manager Infrastructure, your role involves ensuring high-quality delivery of IT infrastructure services across various domains such as data centers, cloud, networks, servers, storage, workplace, and security operations. You will be the primary point of contact between customers, internal technical teams, and vendors to ensure SLA compliance, operational excellence, and continuous service improvement.Key Responsibilities:- Own end-to-end delivery of infrastructure services including Data Center, Cloud, Network, Server, Storage, Backup, and End User Computing.- Ensure adherence to SLAs, OLAs, and KPIs across all infrastructure services.- Monitor service performance, availability, capacity, and continuity.- Manage incident, problem, change, and service request processes following ITIL practices.- Drive root cause analysis (RCA) and implement corrective/preventive actions for major incidents.- Act as the single point of contact for customers regarding infrastructure service delivery.- Conduct regular service reviews, operational meetings, and governance forums.- Manage customer escalations and ensure timely resolution.- Build strong relationships with business stakeholders and senior leadership.- Lead and coordinate cross-functional infrastructure teams (L2/L3 support, operations, engineering).- Manage third-party vendors and service providers to ensure contract and SLA compliance.- Support in workforce planning, shift coverage, and resource optimization.- Track service delivery costs, budgets, and forecast infrastructure spend.- Ensure compliance with security, audit, and regulatory requirements.- Identify operational risks and implement mitigation plans.Qualifications:- Solid understanding of IT Infrastructure domains.- Familiarity with monitoring tools, ITSM platforms (ServiceNow preferred), and CMDB.- ITIL-based service management (Incident, Problem, Change, Capacity, Availability).- Experience in infrastructure service transitions and steady-state operations.- Knowledge of ISO, SOC, or other compliance frameworks is a plus.- Proficiency in Servers (Windows/Linux), Virtualization (VMware, Hyper-V), Cloud platforms (AWS, Azure, GCP), Networking (LAN/WAN, Firewalls, Load Balancers), Storage & Backup solutions, and End User Computing.Soft Skills:- Competencies in IT Project Documentation, IT Project Planning, IT Project Tracking Tools (e.g., Jira, MS Project), IT Requirements Gathering, IT Risk Management, and Stakeholder Communication.- Strong Interpersonal Skills, Communication Skills, and Job Knowledge.Qualifications:- Any graduate with relevant certifications. As a Service Delivery Manager Infrastructure, your role involves ensuring high-quality delivery of IT infrastructure services across various domains such as data centers, cloud, networks, servers, storage, workplace, and security operations. You will be the primary point of contact between customers, internal technical teams, and vendors to ensure SLA compliance, operational excellence, and continuous service improvement.Key Responsibilities:- Own end-to-end delivery of infrastructure services including Data Center, Cloud, Network, Server, Storage, Backup, and End User Computing.- Ensure adherence to SLAs, OLAs, and KPIs across all infrastructure services.- Monitor service performance, availability, capacity, and continuity.- Manage incident, problem, change, and service request processes following ITIL practices.- Drive root cause analysis (RCA) and implement corrective/preventive actions for major incidents.- Act as the single point of contact for customers regarding infrastructure service delivery.- Conduct regular service reviews, operational meetings, and governance forums.- Manage customer escalations and ensure timely resolution.- Build strong relationships with business stakeholders and senior leadership.- Lead and coordinate cross-functional infrastructure teams (L2/L3 support, operations, engineering).- Manage third-party vendors and service providers to ensure contract and SLA compliance.- Support in workforce planning, shift coverage, and resource optimization.- Track service delivery costs, budgets, and forecast infrastructure spend.- Ensure compliance with security, audit, and regulatory requirements.- Identify operational risks and implement mitigation plans.Qualifications:- Solid understanding of IT Infrastructure domains.- Familiarity with monitoring tools, ITSM platforms (ServiceNow preferred), and CMDB.- ITIL-based service management (Incident, Problem, Change, Capacity, Availability).- Experience in infrastructure service transitions and steady-state operations.- Knowledge of ISO, SOC, or other compliance frameworks is a plus.- Proficiency in Servers (Windows/Linux), Virtualization (VMware, Hyper-V), Cloud platforms (AWS, Azure, GCP), Networking (LAN/WAN, Firewalls, Load Balancers), Storage & Backup solutions, and End User Computing.Soft Skills:-

Keyskills :
IT Risk ManagementInterpersonal SkillsCommunication SkillsAzureGCPFirewallsIT Project DocumentationIT Project PlanningIT Project Tracking ToolsIT Requirements GatheringStakeholder CommunicationKnowledge SkillServers WindowsLinuxVirtualization