Service Delivery Manager — IT Infrastructure Services
TECEZEIndia, India, India16 hours ago
Job descriptionGovern Incident, Request, Problem, Change (CAB) and Major Incident processes; 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). 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. Variance analysis vs budget; 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. Publish Friday P&L Snapshot with actions and owners; track to closure. 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. Hire, onboard, coach; assign workloads; set goals / KPIs. Establish a performance rhythm (1 : 1s, feedback, training on ITIL, tools, financial literacy). Create, publish, and maintain SOPs and tower runbooks ; enforce version control and audit trails. Ensure CMDB / asset hygiene; align with ISO 27001 controls and customer policies. 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 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. 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.
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)
2) Financials — Weekly P&L Ownership
3) Customer Governance & Stakeholder Management
4) Team Leadership (2–5 Coordinators)
5) SOPs, Runbooks & Compliance
Reporting Cadence & Templates
Daily (by 10 : 00)
Weekly (every Friday EOD)
Monthly (MBR, by 3rd business day)
Create a job alert for this search
Service Delivery Manager • India, India, India
Related jobs
- Promoted
Datacenter Service Delivery Manager
Tata Consultancy ServicesRepublic Of India, IN Datacenter Operations Lead – Job Description.Location : Bangalore, Hyderabad, Chennai.Lead and govern Datacenter operations aligned with ITIL V4 and Industry delivery standards.Ensure seamless deliv...Show moreLast updated: 4 days ago
- Promoted
It Service Continuity Manager
RED GlobalPune, Republic Of India, IN Job Title : IT Service Continuity Manager.Location : India / Pune Onsite / Remote.Employment Type : 6 Month Contract+ Extension.
Our Client is seeking an IT Service Continuity Manager who can develop, main...Show moreLast updated: 5 days ago
- Promoted
IT Service Delivery Manager
Tata Consultancy ServicesChennai, Republic Of India, IN Role : SIAM IT Service Manager.Required Technical Skill Set : Knowledge of implementing or working under the ITIL V3 framework as part of the Service Operation stage of the lifecycle.Desired Compete...Show moreLast updated: 30+ days ago
- Promoted
IT Service Delivery Lead
Hectae Analytics and Software SolutionsChennai, Republic Of India, IN This role will oversee IT Service Desk support quality, drive service excellence,.You will also provide guidance to a team of IT support staff while playing an active role in.Lead, mentor, and mana...Show moreLast updated: 30+ days ago
- Promoted
Siam It Service Manager
Tata Consultancy ServicesChennai, Republic Of India, IN Role : SIAM IT Service Manager.Required Technical Skill Set : Knowledge of implementing or working under the ITIL V3 framework as part of the Service Operation stage of the lifecycle.Desired Compete...Show moreLast updated: 30+ days ago
- Promoted
Information Technology Service Delivery Manager
TECEZEChennai, Republic Of India, IN Job location : Chennai / Bangalore / Pune.Cloud, IT Infrastructure, Network Transformation, Digital Workplace Services, and Cybersecurity solutions.
The ideal candidate will be responsible for ensuring t...Show moreLast updated: 28 days ago
- Promoted
IT Operations Manager (GxP Applications)
Live ConnectionsChennai, Republic Of India, IN Service Delivery Manager (Life Sciences Domain).Please share me only if your match the requirement others stay away!.Hiring : Service Delivery Manager (Life Sciences Domain).Service Delivery Manager...Show moreLast updated: 5 days ago
- Promoted
IT Service Delivery Manager
Cactus CommunicationsRepublic Of India, IN CACTUS is a remote-first organization and we embrace an accelerate from anywhere culture.You may choose to work from home in Mumbai.
.Andheri East office at least 3 to 4 times a week for business re...Show moreLast updated: 30+ days ago
- Promoted
IT Service Delivery Lead
Lenovo IndiaRepublic Of India, IN IT Service Delivery Manager / Team Lead.IT service performance, drive customer satisfaction, and lead a high-performing team.
This role is ideal for someone with a strong ITIL foundation, experience m...Show moreLast updated: 30+ days ago
- Promoted
Manager of IT Services
AnuntaRepublic Of India, IN Job Description : Corporate IT Manager.The Corporate IT Manager will be responsible for overseeing the company’s overall technology infrastructure, ensuring secure, seamless, and scalable IT operati...Show moreLast updated: 6 days ago
- Promoted
IT Service Delivery Director
ConfidentialPune, Republic Of India, IN Will be responsible for overseeing all aspects of the Information Tecnology delivery.This includes ensuring that the delivery meets customer needs, resource planning, staffing needs, cost estimatio...Show moreLast updated: 30+ days ago
- Promoted
Service Delivery Operations Manager
Team ComputersRepublic Of India, IN Operations Manager in Managed Services.Combination of technical expertise (L3 engineer) with a focus on process, efficiency, and team leadership (Operations Manager) within a client-focused service...Show moreLast updated: 5 days ago
- Promoted
Service Delivery Manager
Digihelic Solutions Private Limited, India Location : Doddanakundi Industrial Area 2, Phase 1, Brookefield, Bangalore North, Bangalore.Shift : Belgian business hours (approx.
AM-6 PM CET / 1 : 30 PM-10 : 30 PM IST).Role Overview : Show moreLast updated: 30+ days ago
- Promoted
Service Delivery Manager
Lenovo IndiaRepublic Of India, IN IT Service Delivery Manager / Team Lead.IT service performance, drive customer satisfaction, and lead a high-performing team.
This role is ideal for someone with a strong ITIL foundation, experience m...Show moreLast updated: 30+ days ago
- Promoted
Cloud Services Delivery Manager
CBTSChennai, Republic Of India, IN CBTS is a leading technology provider to more than 3,000 organizations in all industries, including dozens of fortune 500 and Global 2000 companies.
We provide consulting resources and cloud or on-p...Show moreLast updated: 6 days ago
- Promoted
Servicenow Delivery Manager
AVASO Technology SolutionsChennai, Republic Of India, IN Job Opportunity : Project Manager (ServiceNow & Digital Knowledge Platforms).Employment Type : Full-Time Employment.AVASO Technology is a global leader in providing IT solutions and services, special...Show moreLast updated: 17 days ago
- Promoted
It Service Desk Manager
Hectae Analytics and Software SolutionsChennai, Republic Of India, IN This role will oversee IT Service Desk support quality, drive service excellence,.You will also provide guidance to a team of IT support staff while playing an active role in.Lead, mentor, and mana...Show moreLast updated: 30+ days ago
- Promoted
IT Service Delivery Lead
SUN PHARMARepublic Of India, IN We are seeking a seasoned and proactive.IT services in a highly regulated pharmaceutical environment.This role is pivotal in ensuring IT services align with business needs, comply with GxP (Good Pr...Show moreLast updated: 30+ days ago