Talent.com
No longer accepting applications
Service Delivery Manager — IT Infrastructure Services

Service Delivery Manager — IT Infrastructure Services

TECEZERajkot, IN
22 hours ago
Job description

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)

  • Govern 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).

    • 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.
  • 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.

    • 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)

  • Hire, onboard, coach; assign workloads; set goals / KPIs.
  • Establish a performance rhythm (1 : 1s, feedback, training on ITIL, tools, financial literacy).

    • 5) SOPs, Runbooks & Compliance

  • 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.

    • 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.
    • Create a job alert for this search

    Service Delivery Manager • Rajkot, IN

    Related jobs
    • Promoted
    • New!
    IT Delivery Management

    IT Delivery Management

    MNCrajkot, India
    Years of experience in IT Deliveries and Project Management.Responsible for enabling systematic steps toward the achievement of E2E ownership of deliveries.Show moreLast updated: 3 hours ago
    • Promoted
    Operations Manager (Remote)

    Operations Manager (Remote)

    Jet Stream Ent.Rajkot, IN
    Remote
    Are you a highly experienced, results-driven professional with a proven track record in .This critical, high-impact role requires a person who is adept at getting things done efficiently and effect...Show moreLast updated: 7 days ago
    • Promoted
    Network Project Manager

    Network Project Manager

    NIITRajkot, IN
    NIIT is a leading Skills and Talent Development Corporation, building a manpower pool for global industry requirements.Founded in 1981 to help the nascent IT industry overcome its human resource ch...Show moreLast updated: 4 days ago
    • Promoted
    Assistant Manager

    Assistant Manager

    Gujju ExportMorbi, Gujarat, India
    Manage Amazon Seller Central operations.Create and optimize product listings.Monitor account health metrics and ensure compliance. Coordinate with internal teams for pricing, stock, and order manage...Show moreLast updated: 30+ days ago
    • Promoted
    • New!
    Regional Service Delivery Head

    Regional Service Delivery Head

    TagRajkot, IN
    The Regional Service Delivery Head (RSDH) serves as the strategic and operational bridge between the India Global Delivery Center and the markets (AMS, EMEA, or APAC). This role ensures that regiona...Show moreLast updated: 22 hours ago
    • Promoted
    • New!
    Information Technology Infrastructure Manager

    Information Technology Infrastructure Manager

    Lactalis Indiarajkot, India
    India (Remote Management of Australis Operations).SAP Basis, SD, WM, PP, MM,BI / BW, Linux Server Administrators).IT & SAP Infrastructure Manager. India to lead our technical team and oversee the IT i...Show moreLast updated: 3 hours ago
    • Promoted
    Service Manager

    Service Manager

    SV Management ConsultantsRajkot, IN
    Lead the team and Channel partners to provide customers with knowledge and skill, optimizing the performance of commercial vehicles in their business. This effort is aimed at establishing as a stron...Show moreLast updated: 6 days ago
    • Promoted
    IT Service Continuity Manager

    IT Service Continuity Manager

    RED Globalrajkot, gujarat, 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
    • New!
    Service Delivery Manager — IT Infrastructure Services

    Service Delivery Manager — IT Infrastructure Services

    TECEZErajkot, India
    Service Delivery Manager — IT Infrastructure Services.Network • Cloud • Server • Storage • Telephony • Staffing • Digital Workplace). Head of Service Delivery / Operations Director.Hands-on Manager (p...Show moreLast updated: 3 hours ago
    • Promoted
    • New!
    It Delivery Management

    It Delivery Management

    MNCRājkot, Republic Of India, IN
    Years of experience in IT Deliveries and Project Management.Responsible for enabling systematic steps toward the achievement of E2E ownership of deliveries.Show moreLast updated: 7 hours ago
    • Promoted
    Technical Services Manager

    Technical Services Manager

    GenScriptRajkot, IN
    Coordinate accountteam to drive business growth by strengthening the service levelto customer.Develop technical solution / innovation for regionalkey account and distributors to address customer need...Show moreLast updated: 30+ days ago
    • Promoted
    ServiceNow Architect

    ServiceNow Architect

    Enterprise Minds, IncRajkot, IN
    The ideal candidate will have a proven track record of leading architecture, design, and delivery of ServiceNow solutions in large, complex environments. Lead the architecture, design, and implement...Show moreLast updated: 30+ days ago
    • Promoted
    It Service Continuity Manager

    It Service Continuity Manager

    RED GlobalRājkot, 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
    • New!
    Delivery Leader- Telecom

    Delivery Leader- Telecom

    Incedo Inc.rajkot, India
    You are passionate about Technology, quality and making raving fans of your clients and users.You put your client first and are passionate about making and keeping commitments.You challenge others ...Show moreLast updated: 3 hours ago
    • Promoted
    Infrastructure Project Manager

    Infrastructure Project Manager

    AkkodisRajkot, IN
    Manage IT infrastructure projects, with a focus on network technologies and datacenter management.Lead and coordinate datacenter moves, migrations, and implementation projects.Ensure compliance wit...Show moreLast updated: 30+ days ago
    • Promoted
    Senior Director of IT operations

    Senior Director of IT operations

    FoundeverRajkot, IN
    The Senior Director of IT Operations is a passionate and detailed customer-centric leader responsible for overseeing the day-to-day operations of the IT environment, ensuring operational and execut...Show moreLast updated: 7 days ago
    • Promoted
    Delivery Lead

    Delivery Lead

    RapidBrainsRajkot, IN
    Job Title : Portfolio Lead (Digital Delivery & Strategic Client Transformation).Remote / Hybird / Onsite as permanent employee. Company : Our Premium Client - German Based.We're seeking an experienced an...Show moreLast updated: 26 days ago
    • Promoted
    H1B Resource Deployment Manager

    H1B Resource Deployment Manager

    PTR GlobalRajkot, IN
    Pinnacle Group is a nationally recognized leader in workforce solutions, known for delivering high-impact staffing, talent management, and contingent workforce programs. We support some of the most ...Show moreLast updated: 30+ days ago