Service Delivery Manager — It Infrastructure Services

Service Delivery Manager — IT Infrastructure Services (Network

• Cloud
• Server
• Storage
• Telephony
• Staffing
• Digital Workplace)

Function : Service Delivery

Reports to : Head of Service Delivery / Operations Director

Seniority : Hands-on Manager (player–coach)

Team : Manages 2–5 Service Delivery Coordinators while also acting as an individual contributor on critical tasks

Location : India

Travel : Role Summary

Own end-to-end service delivery and customer satisfaction across IT infrastructure services while exercising tight weekly control on P&L . Lead a small coordination team, run governance cadences, standardize SOPs / runbooks, and drive measurable improvements in SLAs, CSAT, and margin.

Key Responsibilities

1) Service Delivery & Operations (ITIL)

act as on-rotation MIM for P1s.

Ensure SLA / OLA attainment across network, cloud, server, storage, telephony, workplace towers.

Own capacity & demand planning (skills matrix, on-call rosters, vendor / backfill).

Lead service transitions (KT, runbooks, acceptance criteria, warranty).

Drive continual improvement (trend analysis, RCA / RFO, automation opportunities).

2) Financials — Weekly P&L Ownership

Maintain account / tower-level P&L with a weekly cadence :

Revenue recognition (T&M vs Fixed), timesheet hygiene, milestones.

COGS : staffing, cloud credits / consumption, licenses, partner costs.

forecast next 4–8 weeks.

Billing & AR : invoice schedule, DSO, PO / budget burn, change orders.

Margin protection : scope control, rate-card adherence, vendor rebates, cost optimization.

track to closure.

3) Customer Governance & Stakeholder Management

Run Daily Ops huddles , Weekly Service Reviews , Monthly / Quarterly Business Reviews (MBR / QBR) .

Maintain stakeholder maps (customer, vendors, internal towers), escalation paths, and comms plans.

Present service health, risks, and improvement plans with clear business outcomes.

4) Team Leadership (2–5 Coordinators)

set goals / KPIs.

Establish a performance rhythm (1 : 1s, feedback, training on ITIL, tools, financial literacy).

5) SOPs, Runbooks & Compliance

enforce version controland audit trails.

align with ISO 27001 controls and customer policies.

Reporting Cadence & Templates

Daily (by 10 : 00)

Daily Ops Dashboard : open tickets by priority / age, SLA risks, overnight P1 / P2s summary, changes scheduled today, capacity roster, vendor blockers.

Major Incident Update (as needed) : impact, workaround, ETA, next comms time.

Weekly (every Friday EOD)

Weekly P&L Snapshot (per account / tower) :

Revenue recognized | Invoiced | Unbilled | AR / DSO | COGS | Gross Margin % | Variance vs Plan | Forecast (4–8 wks) .

Actions to correct slippage (owner / date).

Service Review Pack :

SLA / OLA heatmap, ticket trends, top 5 repeat issues, change success rate, patch / backlog status, risks & mitigations, customer sentiment / CSAT.

Monthly (MBR, by 3rd business day)

MBR Deck : KPI trends (3–6 months), RCA status, automation / savings realized, DR / backup posture, security exceptions, roadmap & resource plan, financial roll-up vs budget , 60-day forecast, improvement OKRs.

#teceze #itservices