Service Delivery Manager

We are looking for a Service Delivery Manager to lead the end-to-end operational delivery of a managed services engagement. The role will oversee service performance, SLA compliance, incident management, technical teams, vendors, resources, and client coordination.

Job Description:

• Manage end-to-end service delivery and day-to-day operations.
• Ensure compliance with SLA, KPI, SOW, and client requirements.
• Monitor service performance and identify potential SLA breaches.
• Lead major incident, recurring incident, and escalation management.
• Coordinate with technical teams, vendors, OEMs, and third-party providers.
• Ensure adequate manpower and operational resource coverage.
• Oversee Change, Problem, and Release Management activities.
• Manage client communication and operational concerns.
• Prepare and present SLA/KPI, incident, service performance, and operational reports.
• Lead regular operations meetings and track action items to closure.
• Identify operational risks and implement corrective actions.
• Drive continuous improvement in service reliability, monitoring, automation, and operational efficiency.

Minimum Qualifications:

• Bachelor’s Degree in IT, Computer Science, Engineering, or related field.
• 7–10 years of experience in IT Infrastructure, Managed Services, Service Delivery, or IT Operations.
• 3–5 years of experience in a Service Delivery Manager, IT Operations Manager, Infrastructure Manager, or similar leadership role.
• Experience managing enterprise infrastructure or mission-critical environments.
• Strong knowledge of ITIL / IT Service Management.
• Experience in SLA, Incident, Problem, Change, and Major Incident Management.
• Experience managing technical teams, vendors, OEMs, and third-party service providers.
• Strong client-facing and stakeholder management skills.
• Excellent communication, leadership, problem-solving, and decision-making skills.

Primary Technical Skill:

• IT Service Delivery / IT Infrastructure Management

Preferred Technical Skills:

• Linux / Red Hat Enterprise Linux
• Server Infrastructure
• Infrastructure Monitoring
• Ansible / Infrastructure Automation
• Red Hat Satellite
• Prometheus / Grafana
• Networking Fundamentals
• Database and Middleware Concepts
• IT Infrastructure Security
• High-Availability and Production Support

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