Service Delivery Manager (SDM)

The IT Infrastructure Service Delivery Manager will oversee the delivery of IT infrastructure services and solutions, ensuring that they align with business goals and meet high-quality standards. The role involves managing IT service operations, driving continuous improvements, and collaborating with cross-functional teams to deliver a seamless infrastructure experience. Key Responsibilities • Oversee end-to-end delivery of IT infrastructure services, including data center management, network operations, cloud infrastructure, and end-user computing. • Ensure services are delivered within agreed SLAs and budgets. -Managing Cross functional services & Processes • Act as the primary point of contact for stakeholders regarding service delivery performance and improvements. • Manage a team of IT professionals, including system administrators, network engineers, security analysts and support staff. • Foster a culture of collaboration, accountability, and continuous learning. • Monitor and resolve escalated incidents, ensuring minimal disruption to business operations. • Conduct root cause analysis and implement corrective actions to prevent future issues. • Collaborate with internal teams and business units to understand requirements and deliver customized solutions. • Develop and execute strategies to optimize IT infrastructure services, focusing on scalability, security, and cost-effectiveness. • Drive digital transformation initiatives, and the adoption of emerging technologies. • Ensure IT infrastructure complies with regulatory requirements and industry best practices. • Implement and maintain robust security measures to protect organizational data and systems. • Work closely with Infosec teams to collaborate on audit requirements, risk mitigation activities, reporting and review etc Education: • Bachelor's degree in Information Technology, Computer Science, or a related field. • ITIL Certification (preferred). • Additional certifications (e.g., CCNA, , MCSA, VMWare) are a plus. • Prior understanding and working in an ISO 27001 environment is preferred Experience: • 18+ years of experience in IT infrastructure management, with at least 3 years in a service delivery role. Experience in working Manage Service contract • Proven track record of managing complex IT infrastructure environments in a fast-paced industry. • Good understanding of IT infrastructure components, including networking, servers, storage, virtualization & End user computing /Service desk operation • Hands-on experience with On Prem infrastructure and management of 3rd party hosted Data Center setup • Familiarity with monitoring and automation tools. • Understanding of Public sector client and prior work experience in this domain will be a significant advantage The IT Infrastructure Service Delivery Manager will oversee the delivery of IT infrastructure services and solutions, ensuring that they align with business goals and meet high-quality standards. The role involves managing IT service operations, driving continuous improvements, and collaborating with cross-functional teams to deliver a seamless infrastructure experience. Key Responsibilities • Oversee end-to-end delivery of IT infrastructure services, including data center management, network operations, cloud infrastructure, and end-user computing. • Ensure services are delivered within agreed SLAs and budgets. -Managing Cross functional services & Processes • Act as the primary point of contact for stakeholders regarding service delivery performance and improvements. • Manage a team of IT professionals, including system administrators, network engineers, security analysts and support staff. • Foster a culture of collaboration, accountability, and continuous learning. • Monitor and resolve escalated incidents, ensuring minimal disruption to business operations. • Conduct root cause analysis and implement corrective actions to prevent future issues. • Collaborate with internal teams and business units to understand requirements and deliver customized solutions. • Develop and execute strategies to optimize IT infrastructure services, focusing on scalability, security, and cost-effectiveness. • Drive digital transformation initiatives, and the adoption of emerging technologies. • Ensure IT infrastructure complies with regulatory requirements and industry best practices. • Implement and maintain robust security measures to protect organizational data and systems. • Work closely with Infosec teams to collaborate on audit requirements, risk mitigation activities, reporting and review etc Education: • Bachelor's degree in Information Technology, Computer Science, or a related field. • ITIL Certification (preferred). • Additional certifications (e.g., CCNA, , MCSA, VMWare) are a plus. • Prior understanding and working in an ISO 27001 environment is preferred Experience: • 18+ years of experience in IT infrastructure management, with at least 3 years in a service delivery role. Experience in working Manage Service contract • Proven track record of managing complex IT infrastructure environments in a fast-paced industry. • Good understanding of IT infrastructure components, including networking, servers, storage, virtualization & End user computing /Service desk operation • Hands-on experience with On Prem infrastructure and management of 3rd party hosted Data Center setup • Familiarity with monitoring and automation tools. • Understanding of Public sector client and prior work experience in this domain will be a significant advantage