MSP-Tower Hiring

2 weeks ago

Bengaluru, India DBiz ai solutions Full time
Job Summary:

We are seeking a seasoned Service Delivery Manager with over 18 years of experience in IT service delivery, cloud infrastructure, and AI-enabled operations. The ideal candidate will have a strong background in managing multi-domain managed services, client governance, SLA compliance, and cross-functional team leadership across global regions including Australia, Singapore, UAE, and offshore.

Key Responsibilities:
  • Lead end-to-end service delivery across platforms such as Oracle Fusion, Microsoft SQL Server, Azure Virtual Desktop, Windows 11 SOE, ServiceNow, and SOC/SIEM.
  • Act as the primary point of contact for clients, managing governance calls, MBR/QBR reviews, and ensuring SLA/KPI adherence.
  • Oversee L1, L2, and SME teams across onshore/offshore models including 24x7 and Follow-the-Sun support.
  • Drive escalation management and resolution of priority incidents.
  • Ensure compliance with ITIL processes (Incident, Change, Problem, Request, Release).
  • Manage risk and compliance frameworks (ISO, GovTech, ABLR).
  • Provide financial oversight including SOWs, rate cards, and cost vs revenue analysis.
  • Deputize for senior leadership in client engagement and operational governance.
Required Skills & Competencies:
  • Strong expertise in service delivery and SLA governance.
  • Proven client relationship management and stakeholder engagement.
  • Hands-on experience with cloud platforms (IaaS, SaaS, PaaS) and AI operations.
  • Proficiency in tools such as ServiceNow, Jira, ConnectWise, Splunk, Sentinel.
  • Experience in virtualization, VDI, and enterprise infrastructure.
  • Excellent leadership and team management skills.
  • Strong analytical, problem-solving, and communication abilities.
Educational Qualifications:
  • Bachelor's Degree in Computer Applications (BCA) or equivalent.
  • Diploma in Computer Science & Engineering.
Certifications:
  • PMP – Project Management Institute (PMI)
  • ITIL V4 Foundation
  • CompTIA A+
  • AI Generative / Automation (OutSkill)

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