Service Delivery Manager

About the role

We are looking for an experienced Service Delivery Manager to lead enterprise‑wide IT service delivery, infrastructure operations, and cloud‑enabled transformation initiatives across multiple sites. The role combines strategic planning with hands‑on leadership to align IT services with business objectives, ensure operational excellence, and maintain SLA compliance.

Key responsibilities

• Lead end‑to‑end IT service delivery and infrastructure operations, guaranteeing reliability, availability, and performance.
• Define and execute IT service strategies, operational roadmaps, and governance frameworks aligned with digital transformation goals.
• Manage enterprise IT environments, including cloud, virtualization, networks, identity management, collaboration platforms, and endpoint services.
• Oversee service desk, incident, problem, and change management using ITIL best practices and ensure SLA/KPI adherence.
• Drive continuous improvement, process automation, and operational efficiency programs.
• Administer multi‑cloud and SaaS ecosystems (Microsoft 365, Azure, AWS, GCP, Oracle Cloud) for cost optimization, security, and scalability.
• Lead vendor and stakeholder management, including contracts, licensing, and renewals.
• Establish IT governance, cybersecurity controls, backup, disaster recovery, and business continuity plans.
• Monitor metrics, prepare executive reports, and mentor cross‑functional IT teams.

Required profile

• Bachelor’s degree in IT, Computer Science, Engineering or related field (MBA preferred).
• 10+ years of experience in IT infrastructure, operations or service delivery, with 4–5 years in a managerial role.
• Strong expertise in IT Service Management (ITSM) and ITIL‑based frameworks.
• Proven track record managing enterprise‑scale infrastructure, cloud platforms, and multi‑site operations.

Required skills

• Microsoft 365
• Azure
• AWS
• Google Cloud Platform (GCP)
• Oracle Cloud
• VMware
• Hyper‑V
• Identity & Access Management
• Endpoint Management
• Enterprise Collaboration Tools
• ITIL
• ITSM