Service Delivery Manager — IT Infrastructure Services

Service Delivery Manager — IT Infrastructure Services

(Network · Cloud · Server · Storage · Telephony · Staffing · Digital Workplace)

Function:

Reports to:

Seniority:

Team:

Location:

Travel:

Role Summary

tight weekly control on P&L

Key Responsibilities

1) Service Delivery & Operations (ITIL)

• Govern

  Incident, Request, Problem, Change

  (CAB) and

  Major Incident

  processes; act as on-rotation

  MIM

  for P1s.
• Ensure SLA/OLA attainment across

  network, cloud, server, storage, telephony, workplace

  towers.
• Own capacity & demand planning (skills matrix, on-call rosters, vendor/backfill).
• Lead service transitions (KT, runbooks, acceptance criteria, warranty).
• Drive continual improvement (trend analysis, RCA/RFO, automation opportunities).

Weekly P&L Ownership

• Maintain

  account/tower-level P&L

  with a

  weekly

  cadence:
• Revenue recognition (T&M vs Fixed), timesheet hygiene, milestones.
• COGS: staffing, cloud credits/consumption, licenses, partner costs.

• Variance analysis

  vs budget;

  forecast

  next 4–8 weeks.

• Billing & AR

  : invoice schedule, DSO, PO/budget burn, change orders.
• Margin protection: scope control, rate-card adherence, vendor rebates, cost optimization.
• Publish

  Friday P&L Snapshot

  with actions and owners; track to closure.

3) Customer Governance & Stakeholder Management

• Run

  Daily Ops huddles

  ,

  Weekly Service Reviews

  ,

  Monthly/Quarterly Business Reviews (MBR/QBR)

  .
• Maintain stakeholder maps (customer, vendors, internal towers), escalation paths, and comms plans.
• Present service health, risks, and improvement plans with clear business outcomes.

4) Team Leadership (2–5 Coordinators)

• Hire, onboard, coach; assign workloads; set goals/KPIs.
• Establish a performance rhythm (1:1s, feedback, training on ITIL, tools, financial literacy).

5) SOPs, Runbooks & Compliance

• Create, publish, and maintain

  SOPs

  and

  tower runbooks

  ; enforce version control and audit trails.
• Ensure CMDB/asset hygiene; align with ISO 27001 controls and customer policies.

Reporting Cadence & Templates

Daily (by 10:00)

• Daily Ops Dashboard:

  open tickets by priority/age, SLA risks, overnight P1/P2s summary, changes scheduled today, capacity roster, vendor blockers.

• Major Incident Update (as needed):

  impact, workaround, ETA, next comms time.

Weekly (every Friday EOD)

• Weekly P&L Snapshot (per account/tower):

• Revenue recognized | Invoiced | Unbilled | AR/DSO | COGS |

  Gross Margin %

  |

  Variance vs Plan

  |

  Forecast (4–8 wks)

  .
• Actions to correct slippage (owner/date).

• Service Review Pack:

• SLA/OLA heatmap, ticket trends, top 5 repeat issues, change success rate, patch/backlog status, risks & mitigations, customer sentiment/CSAT.

Monthly (MBR, by 3rd business day)

• MBR Deck:

  KPI trends (3–6 months), RCA status, automation/savings realized, DR/backup posture, security exceptions, roadmap & resource plan,

  financial roll-up vs budget

  , 60-day forecast, improvement OKRs.