Service Delivery Manager — IT Infrastructure Services

6 days ago

New Delhi, India TECEZE Full time

Service Delivery Manager — IT Infrastructure Services(Network · Cloud · Server · Storage · Telephony · Staffing · Digital Workplace)Function: Service DeliveryReports to: Head of Service Delivery/Operations DirectorSeniority: Hands-on Manager (player–coach)Team: Manages 2–5 Service Delivery Coordinators while also acting as an individual contributor on critical tasksLocation: IndiaTravel:Role SummaryOwn end-to-end service delivery and customer satisfaction across IT infrastructure services while exercising tight weekly control on P&L. Lead a small coordination team, run governance cadences, standardize SOPs/runbooks, and drive measurable improvements in SLAs, CSAT, and margin.Key Responsibilities1) 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).2) Financials — 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 & TemplatesDaily (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.

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