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Service Delivery Manager — IT Infrastructure Services

Service Delivery Manager — IT Infrastructure Services

TECEZEAlappuzha, IN
8 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.
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    Service Delivery Manager • Alappuzha, IN

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