Manager - Service Delivery

Key Responsibilities

• Manage end-to-end service delivery operations for IT infrastructure and related services.
• Coordinate internal teams and clients for smooth execution of projects and services.
• Ensure all deliverables are completed on time, within scope, and meet quality standards.
• Act as the primary point of contact for clients and stakeholders.
• Monitor service performance and ensure adherence to SLAs and KPIs.
• Handle incident management, escalations, and problem resolution effectively.
• Implement and follow ITIL-based service management practices.
• Prepare regular reports on service delivery performance and present them to management.
• Identify risks and escalate critical issues to senior management when necessary.
• Build and maintain strong, long-term client relationships.
• Lead, mentor, and guide team members, including training junior staff.
• Ensure proper documentation of processes, reports, and project activities.
• Coordinate with OEMs, vendors, and support partners for issue resolution and service continuity.
• Manage change management, problem management, and service improvement initiatives.
• Ensure smooth transition of projects from implementation to support operations.
• Support presales and business teams in technical discussions and customer meetings.
• Ensure compliance with company policies, security standards, and operational procedures.

Required Skills & Competencies

• Strong knowledge of incident management, escalation procedures, and service delivery frameworks.
• Hands-on experience with ITIL principles and best practices.
• Excellent team management and leadership skills.
• Strong organizational and multitasking abilities.
• Ability to prioritize tasks and manage multiple projects simultaneously.
• Exceptional problem-solving and analytical skills.
• Excellent client-facing, communication, and interpersonal skills.
• Proactive approach with strong decision-making capabilities.
• Strong understanding of IT infrastructure technologies including servers, storage, networking, cloud, virtualization, backup, and security solutions.
• Experience in SLA management, RCA preparation, and service reporting.
• Ability to handle enterprise or government customer environments.