Location: Mysore, KarnatakaLooking for immediate joiners or those who can join within 30 daysTiming: The job involves working in US shifts as per business requirementsDepartment: IT Infrastructure Operations and Project ManagementJob Summary:The Service Delivery Manager - Operations will be responsible for managing IT Infrastructure support operations for clients, ensuring smooth production support, and overseeing implementation projects. This role requires a blend of operations management and project management expertise to deliver high-quality support services and successful service delivery.Key Responsibilities:Operations Management:Oversee daily IT support operations for clients, ensuring timely and effective resolution of issues.Develop and implement standard operating procedures (SOPs) to enhance operational efficiency.Monitor and report on key performance indicators (KPIs) to ensure service level agreements (SLAs) are met.Manage the operations team, providing guidance, training, and performance evaluations.Coordinate with other departments to ensure seamless service delivery and client satisfaction.Manage escalation of complex issues and work towards prompt resolutions.Project Management:Lead the planning, execution, and closing of implementation projects, ensuring they are completed on time, within scope, and budget.Develop detailed project plans, including timelines, milestones, and resource allocation.Communicate project status, risks, and issues to stakeholders and senior management.Collaborate with cross-functional teams to define project requirements and deliverables.Ensure that all project documentation is complete, accurate, and up to date.Facilitate project meetings, including kick-offs, status updates, and post-implementation reviews.Qualifications:Bachelors degree in Information Technology, Science or related field.Minimum of 6 years of experience in IT Infrastructure Operations Management, Datacenter (DC) Operations and Project Management.Experience in IT Transition ProjectsProven track record of managing support operations and leading implementation projects successfully.Strong understanding of production support operations and experience with ITIL or similar frameworks.Proficiency in Microsoft office products, project management tools and methodologies (e.g., Agile, Scrum, Waterfall),Excellent leadership, communication, and interpersonal skills.Ability to handle multiple tasks and projects simultaneously, with a strong focus on detail and accuracy.PMP or similar project management certification is a plus.Key Competencies:Technical: Good skills in Network, Datacenter Operations, Microsoft products and ITIL based tools. Knowhow of Amazon Cloud Services will be an advantage.Problem-Solving: Ability to analyze complex issues, identify root causes and implement effective solutions.Leadership: Strong team management skills with the ability to motivate and develop team members.Communication: Excellent verbal and written communication skills for effective interaction with clients, team members, and stakeholders.Time Management: Efficiently manage time and prioritize tasks to meet deadlines and deliver high-quality results.Automation: Familiarity with AI based productivity tools and automation will be an added advantageCustomer Focus: Commitment to providing exceptional support and service to clients