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 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.