Service Delivery Manager

About the role

We are seeking an experienced Service Delivery Manager to lead our 24x7 Network Operations Center (NOC) and Infrastructure Operations team. This role is responsible for ensuring the delivery of high-quality managed services, achieving SLA targets, managing major incidents, and driving continuous service improvement across enterprise network, infrastructure, cloud, and application environments. You will oversee a team of NOC Operators and NOC Engineers utilizing Dynatrace, ManageEngine, and ITSM platforms to monitor and support mission-critical systems.

Key responsibilities

• Lead and manage 24x7 NOC and Infrastructure Operations teams
• Ensure delivery of services in accordance with agreed SLAs, KPIs, and operational standards
• Act as the primary escalation point for major incidents, service outages, and customer concerns
• Drive incident, problem, and change management processes following ITIL best practices
• Conduct regular service reviews and present operational reports to customers and stakeholders
• Monitor service performance, identify trends, and implement continuous improvement initiatives
• Manage resource planning, shift coverage, staffing, and team development
• Collaborate closely with internal engineering teams, customers, and vendors to ensure timely issue resolution
• Oversee operational governance, risk management, and compliance requirements
• Drive automation and process optimization initiatives to improve service quality and operational efficiency

About you

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related discipline
• Minimum 7 years of experience in Infrastructure Operations, NOC, Managed Services, or IT Operations environments
• At least 3 years of experience in a Service Delivery Manager, Operations Manager, NOC Manager, or similar leadership role
• Strong knowledge of ITIL processes, SLA management, Incident Management, Problem Management, and Change Management
• Experience managing 24x7 support operations and critical business services
• Familiarity with enterprise monitoring and observability tools, including Dynatrace, ManageEngine (OpManager, Applications Manager, NetFlow Analyzer), and ServiceNow or other ITSM platforms
• Good understanding of networking, server infrastructure, cloud platforms (AWS/Azure), and application operations
• Strong stakeholder management, customer-facing, presentation, and communication skills
• Ability to lead teams effectively in high-pressure and fast-paced operational environments