Service Delivery Manager — IT Infrastructure Services

14 hours ago


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 OwnershipMaintain



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