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 : <
20% for key reviews and transitions
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 controland 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.#teceze #itservices
