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

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