Global Delivery Operations Manager

Experience:
8–12 Years

Employment Type:
Full-time

Salary - 15 LPA Max

About the Role

We are looking for an experienced
Global Delivery Operations Manager
to lead and manage global IT Infrastructure support operations and oversee end-to-end delivery of managed services and implementation projects. The role requires strong expertise in operations management, service delivery governance, and project execution across multiple geographies. The ideal candidate will ensure operational excellence, SLA adherence, and high customer satisfaction while managing distributed teams and global clients. Flexibility in working hours and shifts is required to support global business needs.

Key Responsibilities

Global Operations & Service Delivery Management

• Lead and oversee global IT infrastructure support operations across multiple clients and regions.
• Ensure high availability, stability, and performance of IT services with effective incident, problem, and change management.
• Develop, implement, and continuously improve global Standard Operating Procedures (SOPs) and delivery frameworks.
• Monitor, analyze, and report Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to stakeholders.
• Manage global delivery teams; provide leadership, mentoring, training, and performance management.
• Act as the primary escalation point for critical operational issues and ensure timely resolution.
• Collaborate with cross-functional teams (Network, Server, Cloud, Security, Data Center, etc.) to ensure seamless service delivery.
• Drive operational efficiency, automation, and continuous improvement initiatives across delivery operations.

Project & Transition Management

• Oversee planning and execution of global implementation, transition, and transformation projects.
• Ensure projects are delivered on time, within scope, and within budget across multiple geographies.
• Define project governance models, delivery milestones, risk management, and resource planning.
• Engage with clients, internal stakeholders, and senior leadership on delivery status, risks, and strategic initiatives.
• Facilitate global governance forums including kick-off meetings, weekly reviews, and post-implementation assessments.
• Ensure complete and accurate documentation for audits, compliance, and operational readiness.

Qualifications & Experience

• Bachelor's degree in Information Technology, Computer Science, or a related field (Master's preferred).
• 8–12 years of experience in IT Infrastructure Operations and Global Service Delivery roles.
• Minimum 3–5 years of experience in a leadership or managerial role managing global or multi-region teams.
• Proven experience in managing IT production support and delivering global Managed Services engagements.
• Strong understanding of ITIL processes, production support models, and Data Center (DC) operations.
• Hands-on experience with project management methodologies (Agile, Scrum, Waterfall) and tools such as MS Project, JIRA, and ServiceNow.
• PMP / PRINCE2 / ITIL certifications are highly desirable.
• Willingness to work in shifts and extended hours to support global operations.

Key Competencies

Technical:

• Strong knowledge of IT Infrastructure (Networks, Servers, Microsoft technologies).
• Experience with ITIL-based service management tools; exposure to Cloud platforms (AWS/Azure) is an advantage.

Leadership & People Management:

• Proven ability to lead global teams, manage performance, and drive accountability.

Problem-Solving:

• Strong analytical and decision-making skills with the ability to manage high-impact escalations.

Communication & Stakeholder Management:

• Excellent verbal and written communication skills for global client and leadership engagement.

Customer Focus:

• Strong commitment to delivering high-quality services and exceptional client experience.

Time & Priority Management:

• Ability to manage multiple priorities in a fast-paced, global delivery environment.