Service Delivery Manager/ Associate Director

About the Role

We are seeking a dynamic and visionary Associate Director IT Infrastructure & Managed Services to lead strategic and operational initiatives within a global Managed Services Provider(MSP) environment. This leadership role offers the opportunity to drive operational excellence, innovation, and client satisfaction across international IT operations, while mentoring high-performing teams and optimizing global service delivery.

This position is ideal for a results-driven leader passionate about scaling operations, fostering innovation, and delivering exceptional value to clients through cutting-edge technology and

service excellence.

Key Responsibilities

Strategic Leadership & Operations

• Develop and execute long-term operational strategies aligning IT infrastructure with business goals and client needs.
• Oversee global IT operations ensuring efficiency, cost-effectiveness, and compliance with SLAs.
• Continuously improve operational processes, service quality, and delivery standards. Client & Stakeholder Management
• Act as the senior escalation point for key client issues, ensuring high levels of satisfaction and service excellence.
• Build and maintain strong relationships with global clients and stakeholders.
• Provide executive-level reporting on operational performance, client satisfaction, and risk metrics. Team & Project Leadership
• Lead and mentor teams of senior engineers, service delivery managers, and technical leads.
• Foster a culture of accountability, collaboration, and innovation.
• Manage and deliver large-scale IT projects, including cloud migrations and infrastructure upgrades. Risk, Compliance & Vendor Management
• Ensure compliance with global standards and implement robust risk management, disaster recovery, and business continuity plans.
• Manage vendor relationships, ensuring performance adherence and contractual compliance.
• Oversee IT operations budgets, optimizing costs and resource allocation. Innovation & Continuous Improvement
• Drive adoption of emerging technologies to enhance service delivery.
• Champion automation and process optimization to streamline IT operations.
• Lead digital transformation initiatives across infrastructure and managed services.

Eligibility Criteria

• Education: Graduate in any discipline (Technical background preferred).
• Experience: Minimum 15 years in IT Infrastructure Management, with at least 5 years in

a leadership capacity within an MSP environment.

• Certifications (Preferred): ITIL, PMP, and/or cloud certifications (AWS, Azure, GCP).