Service Delivery Manager

Job description

**Experience Requirements** - Total Experience: 15+ years - Relevant Experience: - 10+ years in IT Infrastructure and handing cloud migration projects. - Proven experience in Delivery Management and IT support roles **Key Responsibilities** - End-to-end delivery ownership for IT infrastructure services, ensuring delivery excellence and customer delight - Manage delivery operations including Major Incident Management - Engage and lead multiple technical teams to meet stringent KPI/SLA commitments - Understand contractual service elements and create, track, and manage delivery plans against contractual obligations - Oversee the launch of multiple programs from concept to delivery, aligning with various internal and customer stakeholders - Ensure programs are delivered within budget, quality standards, and committed timelines - Deliver continuous service improvements aligned with contractual commitments - Drive RAID (Risks, Assumptions, Issues, Dependencies) management to closure - Create and present service reports and MI dashboards for customer and internal governance meetings - Lead the account through process maturity and continuous improvement initiatives - Work effectively with multicultural and geographically distributed teams - Proficient in running Business-as-Usual (BAU) operations while leading large delivery teams **Technical Expertise Area** Delivery & Operations Management - IT Operations Management - Infrastructure Service Delivery Platforms - Unix - Wintel - Databases - Storage Networks - Voice and Data Networks Service Functions - Service Desk - Network Operations Centre (NOC) - End User Computing (Active Directory, Exchange, Office 365, etc.)