Senior Project Delivery Manager – IT Infrastructure & Managed Services

ocation:

Experience:

Employment Type:

About the Role:

Senior Project Delivery Manager

Key Responsibilities:

Operations Management:

• Oversee daily IT infrastructure support operations for multiple clients, ensuring prompt and effective incident resolution.
• Develop, implement, and improve

  Standard Operating Procedures (SOPs)

  to enhance efficiency and service quality.
• Monitor and report on

  Key Performance Indicators (KPIs)

  to ensure compliance with

  Service Level Agreements (SLAs)

  .
• Manage and mentor support teams; provide guidance, training, and conduct performance evaluations.
• Handle escalations of complex issues and ensure timely resolutions while maintaining client satisfaction.
• Collaborate with cross-functional teams (Network, Server, Cloud, Security, etc.) for seamless service delivery.

Project Management:

• Plan, execute, and deliver

  implementation and transformation projects

  , ensuring adherence to timelines, budgets, and scope.
• Develop detailed

  project plans

  with milestones, risk assessments, and resource allocation.
• Engage with clients, stakeholders, and senior management regarding project progress, risks, and issues.
• Facilitate

  project governance meetings

  such as kick-offs, weekly status reviews, and post-implementation reviews.
• Ensure complete and accurate

  project documentation

  for compliance and audits.
• Drive

  continuous improvement initiatives

  to enhance project delivery and operational frameworks.

Qualifications & Experience:

• Bachelor’s degree

  in Information Technology, Computer Science, or related field (Master’s preferred).

• 8+ years of experience

  in IT Infrastructure Operations and Project Delivery roles, with at least

  3–5 years in a managerial role

  .
• Proven track record of managing IT production support and delivering

  Managed Services projects

  successfully.
• Strong knowledge of

  ITIL processes

  , production support frameworks, and DC (Data Center) operations.
• Hands-on experience with

  Project Management methodologies

  (Agile, Scrum, Waterfall) and tools (MS Project, JIRA, ServiceNow, etc.).

• PMP / PRINCE2 / ITIL certifications

  are highly desirable.

• Flexibility to work in shifts and extended hours

  as per business needs.

Key Competencies:

• Technical:

  Strong understanding of IT Infrastructure (Networks, Servers, Microsoft products), ITIL-based tools; exposure to

  Cloud platforms (AWS/Azure)

  is an advantage.

• Leadership:

  Proven ability to lead and motivate teams, manage performance, and foster accountability.

• Problem-Solving:

  Strong analytical and troubleshooting abilities; adept at resolving escalations efficiently.

• Communication:

  Excellent verbal and written communication for effective client and internal interactions.

• Customer Focus:

  Demonstrated commitment to delivering exceptional client experiences.

• Time Management:

  Ability to manage multiple priorities in a dynamic environment.

Work Mode & Schedule:

• Location:

  Mysore (Work from Office – WFO)

• Shift:

  Flexible with timings and work shifts, including extended hours when required.