Service Delivery Manager — IT Infrastructure Services
7 hours ago
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 OwnershipMaintain 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 ManagementRun 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 & ComplianceCreate, 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.
-
Service Delivery Manager
5 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 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...
-
Service Delivery Coordinator
2 weeks ago
Chennai, Tamil Nadu, India Accel IT Services Full timeJob Title: Service Coordinator - MPS ( Female Only) Job Location: Chennai Budget - Max 3.5 LPA **Job Purpose**: The Service Coordinator is responsible for handling customer service requests related to printers and multifunction devices (MFDs), coordinating with field engineers, ensuring timely resolution of service calls, and maintaining accurate service...
-
Service Delivery Manager Engineer
7 days ago
Chennai, Tamil Nadu, India Cosmic It Full time ₹ 20,00,000 - ₹ 25,00,000 per yearSeeking Service Delivery Manager with 12–18 yrs IT exp in Pharma/GxP apps (MES, QMS). Must lead support ops, ensure ITIL compliance, manage vendors/stakeholders, drive CSI, and oversee validation. ITIL v4 cert and MES/QMS app knowledge preferred.
-
Information Technology Service Delivery Manager
4 weeks ago
Chennai, India TECEZE Full timeIT Service Delivery Manager Job location: Chennai/Bangalore/Pune Experience: 8 to 15 years Position Overview We are seeking an experienced IT Service Delivery Manager with a strong background in managing and delivering Cloud, IT Infrastructure, Network Transformation, Digital Workplace Services, and Cybersecurity solutions . The ideal candidate will be...
-
Information Technology Service Delivery Manager
4 weeks ago
Chennai, India TECEZE Full timeIT Service Delivery Manager Job location: Chennai/Bangalore/Pune Experience: 8 to 15 years Position Overview We are seeking an experienced IT Service Delivery Manager with a strong background in managing and delivering Cloud, IT Infrastructure, Network Transformation, Digital Workplace Services, and Cybersecurity solutions . The ideal candidate will be...
-
Information Technology Service Delivery Manager
4 weeks ago
Chennai, India TECEZE Full timeIT Service Delivery Manager Job location: Chennai/Bangalore/Pune Experience: 8 to 15 years Position Overview We are seeking an experienced IT Service Delivery Manager with a strong background in managing and delivering Cloud, IT Infrastructure, Network Transformation, Digital Workplace Services, and Cybersecurity solutions. The ideal candidate will be...
-
Information Technology Service Delivery Manager
4 weeks ago
Chennai, India TECEZE Full timeIT Service Delivery Manager Job location: Chennai/Bangalore/Pune Experience: 8 to 15 years Position Overview We are seeking an experienced IT Service Delivery Manager with a strong background in managing and delivering Cloud, IT Infrastructure, Network Transformation, Digital Workplace Services, and Cybersecurity solutions . The ideal candidate will be...
