IT Infrastructure Delivery Manager – Managed Services

Key Responsibilities:

• Own end-to-end delivery across infrastructure towers (Data Center, Cloud, Network, Workplace, Security) in a 24x7 managed services model, ensuring SLA, KPI, CX, and contractual adherence.
• Establish and lead delivery governance including service reviews, operational cadence, risk management, audits, and compliance, ensuring transparency and zero surprises for stakeholders.
• Drive maturity in ITIL processes (Incident, Problem, Change, Request, Capacity, Availability), enabling consistent, preventive, and measurable operations in a multi-vendor setup.
• Ensure platform stability, resilience, DR/BCP readiness, and capacity planning through proactive monitoring, trend analysis, and resilience design.
• Lead major incidents and service escalations with strong communication, ensuring rapid resolution, effective RCA, and long-term corrective actions.
• Drive continuous service improvements focusing on MTTR reduction, automation-led productivity, ticket deflection, cost optimization, and service quality improvements.
• Provide oversight on infrastructure changes, cloud transitions, migrations, and upgrades, ensuring scalable, secure, and supportable designs.
• Promote adoption of automation, observability, AIOps, self-healing, and AI/GenAI-driven operations to enhance service efficiency and reliability.
• Manage OEMs, hyperscalers, and partners with outcome-based governance, ensuring performance transparency and value realization.
• Act as a trusted advisor to senior stakeholders, translating operations into clear outcomes, risks, and business value.
• Build and lead high-performing global teams with focus on capability building, succession planning, and transformation readiness.

Key Requirements:

• 10–15+ years of experience in IT infrastructure delivery within large-scale managed services (operations, transitions, transformations, renewals).
• Strong expertise in ITIL-based service management, SLA governance, risk management, audit readiness, and operational reporting.
• Good understanding of data center, network, compute, storage, cloud, hybrid infrastructure, and security integration.
• Proven ability to lead through ambiguity, crises, and high-pressure situations while maintaining service stability and stakeholder confidence.
• Experience in defining and tracking operational metrics, dashboards, and trend-based insights for proactive improvements.
• Exposure to automation, AIOps, observability, and AI-driven service delivery models.
• Excellent communication and influencing skills with CXO-level engagement capability.
• Strong experience in managing large, distributed teams and vendor ecosystems.
• Engineering degree required; ITIL certification mandatory; PMP, PRINCE2, Cloud, Security, or AI certifications preferred.