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Delivery Manager

2 weeks ago

Gurgaon, Haryana, India GSPANN Full time US$ 9,00,000 - US$ 12,00,000 per year

Role & responsibilities

  • Serve as the primary point of contact for the Infra hosting program on-prem.
  • Own end-to-end service delivery across functional and technical streams, ensuring adherence to SLAs and KPIs.
  • Lead cross-functional teams of Backup, Storage, Database Administration and Cloud administration to deliver high-quality support and continuous improvements.
  • Manage the full incident lifecyclemonitoring, prioritization, root cause analysis, and resolutionwith proactive trend analysis.
  • Govern the Change Request (CR) process: from scoping and estimation to approvals, implementation, and closure.
  • Oversee infrastructure upgrades, migrations, and capacity expansions.
  • Collaborate with cross functional teams on Network, access controls, and landscape optimization.
  • Define and enforce SOPs, escalation processes, and communication protocols for critical and high-impact issues.
  • Oversee L1, L2, and L3 support delivery with 24x7 coverage through effective coordination between onshore and offshore teams.
  • Drive ITIL-based processes for incident, problem, change, and release management.
  • Monitor service performance via KPIs, SLAs, and dashboards, and lead continuous service improvement initiatives.
  • Conduct regular service review meetings with stakeholders and ensure high levels of client satisfaction.
  • Manage the pipeline for change requests in line with governance protocols.
  • Provide regular status updates and executive reporting.

Preferred candidate profile

  • 14+ years of IT experience with at least 6–8 years in Infrastructure delivery management roles.
  • Strong experience managing large-scale Infrastructure support engagements.
  • Require very good understanding of cloud native solutions using AWS, Azure
  • Good experience on deployment of cloud VMs and Windows servers
  • Exposure to Cloud storage and backup
  • Should have good working experience on Cloud & Virtualization Administration
  • Proven experience in handling Infra support programs.
  • Excellent communication, stakeholder engagement, and escalation management skills.
  • Experience working in hybrid onshore-offshore delivery models.