Information Technology Service Delivery Manager

IT Service Delivery Manager

Job location: Chennai/Bangalore/Pune

Experience: 8 to 15 years

Position Overview

IT Service Delivery Manager

Key Responsibilities

Service Delivery Management

• Oversee the delivery of end-to-end IT services across

  Cloud, IT Infrastructure, Network Transformation, Digital Workplace, and Cybersecurity

  domains.
• Ensure services are delivered in alignment with contractual obligations, SLAs, and KPIs.
• Manage service performance, ensuring minimal downtime and maximum service efficiency.
• Establish and maintain service governance frameworks for effective monitoring and reporting.

Cloud Services

• Lead delivery of

  public, private, and hybrid cloud

  solutions (e.g., Azure, AWS, GCP).
• Oversee cloud migration, adoption strategies, and ongoing cloud service management.
• Ensure cost optimisation, scalability, and compliance in cloud operations.

IT Infrastructure & Network Transformation

• Manage

  data centre operations, server infrastructure, storage systems

  , and enterprise network architecture.
• Lead

  network transformation projects

  (e.g., SD-WAN, network segmentation, modernization initiatives).
• Collaborate with engineering teams to ensure secure, resilient, and scalable network infrastructure.

Digital Workplace Services

• Oversee the delivery of

  end-user computing solutions, collaboration platforms, M365/Google Workspace, remote work enablement, and device lifecycle management

  .
• Drive initiatives to enhance the employee digital experience, productivity, and operational efficiency.

Cybersecurity Services

• Ensure delivery of robust

  cybersecurity solutions

  including endpoint protection, identity and access management, vulnerability management, SOC operations, and compliance audits.
• Collaborate with security teams to meet regulatory requirements and mitigate risks.
• Oversee incident response and disaster recovery plans.

Stakeholder & Client Engagement

• Act as the primary escalation point for service-related issues.
• Build and maintain strong relationships with clients, vendors, and internal teams.
• Provide regular performance reviews, reports, and service improvement plans.

Continuous Improvement & Governance

• Identify service gaps and implement improvement initiatives to enhance delivery quality.
• Ensure compliance with ITIL and industry best practices.
• Develop training plans to upskill service delivery teams.

Qualifications & Experience

Essential:

• Bachelor’s degree in Computer Science, Information Technology, or related field.

• 7+ years

  of experience in IT service delivery, with at least

  5 years in a managerial role

  .
• Proven experience in delivering

  Cloud, IT Infrastructure, Network Transformation, Digital Workplace, and Cybersecurity

  projects.
• Strong knowledge of

  ITIL frameworks

  and service management best practices.
• Hands-on experience with

  Azure, AWS, GCP, M365, VMware, and enterprise networking

  .

Preferred:

• ITIL v4 certification or equivalent.
• PMP, PRINCE2, or Agile project management certification.
• Security certifications (CISSP, CISM, ISO 27001 Lead Implementer, etc.).
• Experience working in

  global or multi-site environments

  .

Skills & Competencies

• Strong leadership and people management skills.
• Excellent communication, negotiation, and stakeholder management abilities.
• Strategic thinking with the ability to balance operational priorities.
• Strong problem-solving and decision-making skills under pressure.
• Financial and budget management skills for IT service delivery.