Senior Service Delivery Manager

A Service Delivery Manager for Infrastructure is responsible for ensuring the efficient, reliable, and secure operation of an organization's core IT infrastructure and services. The role combines strategic oversight, vendor and team management, technical leadership, and client relationship management to drive high-quality service delivery in infrastructure environments.

Key Responsibilities

Oversee the delivery, operation, and continual improvement of IT infrastructure services (servers, storage, networking, cloud, etc.), focusing on high availability and performance.

Lead incident, problem, and change management processes using ITIL best practices; coordinate with internal teams and external vendors to resolve issues and restore service promptly.

Manage relationships with business stakeholders and clients, acting as the point of escalation for infrastructure service issues.

Monitor and report on service performance through KPIs, dashboards, and regular reviews; recommend and drive service improvement initiatives.

Ensure compliance with relevant standards and frameworks (ISO, ITIL, security policies).

Oversee budget planning, forecasting, resource allocation, and vendor management for infrastructure-related services.

Participate in technology planning, infrastructure projects, and capacity management activities to support business growth.

Required Skills and Qualifications

Strong understanding of infrastructure technologies (servers, storage, networking, virtualization – e.g., VMware, Wintel).

Experience in service management, preferably with ITIL certification or equivalent knowledge.

Demonstrated ability to lead teams, manage vendor relationships, and deliver service improvements.

Analytical, organizational, and problem-solving skills to resolve incidents and optimize service delivery.

Excellent communication and stakeholder management abilities.

Experience with incident, change, and problem management processes.

10+ years of relevant experience is typical for senior infrastructure-focused service delivery roles.

Customer Interaction and Customer focus.

Working with Existing customers to get more business.

Flexible in working hours.

Good to have Hands-on Infra Technologies with Certifications