Infrastructure Delivery Manager

Infrastructure Service Delivery Manager

Required Skills and Qualifications

• Infrastructure Service Delivery Experience

  :

  12+ years of comprehensive experience

  in managing and overseeing IT infrastructure service delivery.

• Leadership Experience

  :

  5+ years of experience in leading teams

  dedicated to Infrastructure Services Delivery.

• SOW & SLA Management

  : Proven ability to deliver services per Statement of Work (SOW) commitments and actively plan for Service Level Agreement (SLA) improvement.

• Incident/Problem & Change Management Analysis

  : Expertise in analyzing Incident, Problem, and Change tickets to identify trends, root causes, and areas for improvement.

• Issue & Risk Management

  : Strong capability to track open issues and risks, driving them to successful closure.

• Improvement Plan Management

  : Ability to launch and drive Improvement Plans for various project enhancements related to processes, tools, and automation.

• Optimization Plan Drive

  : Demonstrated ability to drive Optimization Plans as per project requirements and expectations.

• Availability, Scalability & Capacity Planning

  : Knowledge and experience in planning for the availability, scalability, and capacity of project resources, incorporating appropriate Change Controls.

• Operationalizing Knowledge

  : Familiarity with operationalizing policies, procedures, Management Information Systems (MIS), Forecasting, and Scheduling techniques.

• Team Development

  : Proven ability to recruit, train, and develop technical and supervisory personnel, fostering a high-performing team.

• Project Execution

  : Capability to plan and execute in-flight projects as per project requirements.

• Leadership Attributes

  : Possess strong Leadership, Team Building, and Decision-Making attributes.

• Delivery/Run Organization Management

  : Demonstrated success in managing a delivery/run organization for a leading IT client.

• ITIL Best Practices

  :

  Exposure to ITIL Best Practices is necessary

  , indicating familiarity with IT Service Management frameworks.

• Stakeholder Management

  : Strong skills in managing and communicating effectively with various stakeholders.

• Technology Awareness

  :

• Windows

  : Expertise in Patching processes, OS Troubleshooting, VM Installation, and O365 Installation & Troubleshooting.

• Unix

  : Knowledge of Patching processes and familiarity with RedHat Linux.

• Network

  : Understanding of Data & Voice networks, Firewall security devices, Wireless & Controllers, and Network OS upgrade processes.

• Storage

  : Experience with CommVault or NetApp Storage, Hitachi, and Storage policies.

• Database

  : Familiarity with any of the key databases such as SQL, DB2, or Teradata.

Key Responsibilities

• Service Delivery as per the contracted SLA

  : Ensuring services are delivered in full adherence to agreed-upon Service Level Agreements; actively involved in creating, defining, and maintaining these SLAs with the client.

• Manage Critical Incidents

  : Taking ownership of Critical Incidents and driving them to immediate closures with necessary interventions and escalations.

• Regular Analysis of Tickets

  : Conducting regular analysis of incident, problem, and change tickets. Deriving and driving Service Improvement Plans (SIPs) focused on process enhancements, tool optimization, and automation initiatives.

• Review Availability, Scalability & Capacity Planning

  : Periodically reviewing and strategizing on the availability, scalability, and capacity planning of project resources to meet current and future demands.

• Effective Customer & Stakeholder Management

  : Building and maintaining strong relationships with customers and stakeholders, ensuring customer retention and driving expansion of services through delivery excellence.

• Build, Lead, Coach and Develop Technical Teams

  : Leading, coaching, and developing technical teams including Service Desk, Monitoring, and Operations teams. Actively participating in necessary technical discussions and guiding teams to achieve operational excellence.

• Review SOPs and Technical Documents

  : Ensuring Standard Operating Procedures (SOPs) and technical documentation are up-to-date, accurate, and followed.

• Meet Organizational Performance Metrics

  : Adhering to organizational performance matrices as per applicable policies and standards.

• Perform & Participate in Quality & Risk Audits

  : Actively participating in and performing various quality and risk audits to ensure compliance with applicable regulations and internal standards.

• Proactively Managing New Hires

  : Overseeing the onboarding and integration of new team members, ensuring their smooth transition and productivity.

• Ensure KB Articles Creation

  : Ensuring Knowledge Base (KB) articles are created and updated regularly to facilitate smooth team functioning and knowledge sharing.

• Focus on Project Opportunities and Transformation Initiatives

  : Identifying and pursuing project opportunities and leading transformation initiatives to enhance service delivery and operational efficiency.

• ITIL Process Definitions and Implementation

  : Driving the definition and implementation of ITIL processes to streamline IT service management.

• Resource Management

  : Overseeing Resource Management, Utilization, Billing & Management, and providing comprehensive Project Status Reporting.

Qualification

• Any Graduate or Above

CTC Range

• 25 to 35 LPA

Notice Period

• Currently serving / 15 days to Immediate

Contact: