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Service Delivery Manager

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Mumbai, Maharashtra, India CMS It Services Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Looking for Immediate to 30 days joiners only

Job Summary:

The Regional Delivery Manager (RDM) IT Infrastructure is responsible for overseeing the end-to-end delivery of IT infrastructure services within a specific geographic region. This includes managing operations, ensuring service level agreements (SLAs) are met, coordinating with stakeholders, and driving continuous improvement. The RDM serves as the primary liaison between regional business units and the global IT infrastructure organization.

Key Responsibilities:

  • Service Delivery Management:

  • Ensure delivery of high-quality IT infrastructure services (network, server, storage, data center, end-user computing, etc.) in the region.

  • Maintain compliance with SLAs and KPIs.

  • Act as an escalation point for regional IT service issues.

  • Team Leadership:

  • Lead and manage regional infrastructure support teams, including internal staff and external vendors.

  • Support hiring, training, and performance management.

  • Project Management:

  • Oversee regional execution of infrastructure projects, including deployments, upgrades, and migrations.

  • Collaborate with PMO and global IT teams for project planning and delivery.

  • Stakeholder Engagement:

  • Serve as the primary point of contact for regional business units.

  • Understand business needs and align infrastructure services accordingly.

  • Vendor Management:

  • Manage third-party service providers to ensure optimal delivery of services.

  • Monitor contract compliance and performance metrics.

  • Governance & Compliance:

  • Ensure infrastructure operations comply with security policies, regulatory standards, and corporate IT governance frameworks.

  • Budget & Cost Control:

  • Manage regional IT infrastructure budgets.

  • Identify cost-saving opportunities and drive operational efficiencies.

Required Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • 8+ years of experience in IT infrastructure, with 3+ years in a leadership or regional delivery role.
  • Strong understanding of infrastructure technologies: networking, virtualization, cloud, storage, data centers, and desktop services.
  • Proven experience with ITIL framework and service delivery best practices.
  • Excellent communication, stakeholder management, and leadership skills.
  • Strong analytical and problem-solving abilities.

Preferred Qualifications:

  • ITIL v4 or PMP certification.
  • Experience in a global/matrix organization.
  • Familiarity with cloud platforms (Azure, AWS, Google Cloud).
  • Experience with managed service providers (MSPs) and outsourcing models.