Service delivery manager — it infrastructure services
2 weeks ago
Service Delivery Manager — IT Infrastructure Services (Network · Cloud · Server · Storage · Telephony · Staffing · Digital Workplace) Function: Service Delivery Reports to: Head of Service Delivery/Operations Director Seniority: Hands-on Manager (player–coach) Team: Manages 2–5 Service Delivery Coordinators while also acting as an individual contributor on critical tasks Location: India Travel: Role Summary Own 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 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). 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 & 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.
-
Service Delivery Manager
3 days ago
Chennai, Tamil Nadu, India Accel It Services Full time ₹ 12,00,000 - ₹ 36,00,000 per yearRole: Service Delivery ManagerLocation: Chennai - TaramaniCompany: Accel IT ServicesAbout Us:Accel IT Services, a division of Accel Limited, is a reliable and long-term digital transformation partner for IT, VSAT and enterprises customers. The company specializes in Warranty and Logistics Management Services, Infrastructure Management Services, Large Project...
-
Chennai, India TECEZE Full timeService Delivery Manager — IT Infrastructure Services(Network · Cloud · Server · Storage · Telephony · Staffing · Digital Workplace)Function: Service Delivery Reports 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...
-
Chennai, India TECEZE Full timeService Delivery Manager — IT Infrastructure Services (Network · Cloud · Server · Storage · Telephony · Staffing · Digital Workplace) Function: Service Delivery Reports to: Head of Service Delivery/Operations Director Seniority: Hands-on Manager (player–coach) Team: Manages 2–5 Service Delivery Coordinators while also acting as an individual...
-
Chennai, India TECEZE Full timeService 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...
-
Accel IT Services
3 weeks ago
Chennai, India Accel IT Services (A Division of Accel Limited) Full timeAbout Us:Accel IT Services, a division of Accel Limited, is a reliable and long-term digital transformation partner for IT, VSAT and enterprises customers. The company specializes in Warranty and Logistics Management Services, Infrastructure Management Services, Large Project Management, Cloud Infrastructure, Enterprise Security, RPA, Managed Services, and...
-
Chennai, India TECEZE Full timeService Delivery Manager — IT Infrastructure Services (Network · Cloud · Server · Storage · Telephony · Staffing · Digital Workplace) Function: Service Delivery Reports to: Head of Service Delivery/Operations Director Seniority: Hands-on Manager (player–coach) Team: Manages 2–5 Service Delivery Coordinators while also acting as an individual...
-
Chennai, India TECEZE Full timeService 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...
-
Chennai, India TECEZE Full timeService 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...
-
Senior Service Delivery Manager
2 weeks ago
Chennai, India 3i Infotech Ltd. Full timeA Service Delivery Manager for Infrastructure is responsible for ensuring the efficient, reliable, and secure operation of an organization's core IT infrastructure and services. The role combines strategic oversight, vendor and team management, technical leadership, and client relationship management to drive high-quality service delivery in infrastructure...
-
Senior Service Delivery Manager
2 weeks ago
Chennai, India 3i Infotech Ltd. Full timeA Service Delivery Manager for Infrastructure is responsible for ensuring the efficient, reliable, and secure operation of an organization's core IT infrastructure and services. The role combines strategic oversight, vendor and team management, technical leadership, and client relationship management to drive high-quality service delivery in infrastructure...
