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)

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

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.