IT Infrastructure Delivery Manager - Managed Services

Job Description

Key Responsibilities

· Accountable for steady-state and transformation delivery across infrastructure towers (DC, Cloud, Network, Workplace, Security) with clear ownership for SLA, KPI, CX, and contract adherence in a 24x7 managed services model.

· Establish and lead strong delivery governance including service reviews, operational cadence, risk management, audits, and compliance to contractual, regulatory, and enterprise standards; ensure zero surprises for clients and stakeholders.

· Drive maturity and consistency across ITIL processes (Incident, Problem, Change, Request, Capacity, Availability), embedding preventive, repeatable, and measurable operations at scale in a multi-vendor ecosystem.

· Ensure platform stability, resilience, DR/BCP readiness, and capacity sufficiency through proactive monitoring, trend analysis, and resilience design, minimizing downtime and business impact.

· Lead high-severity incidents and service crises with confidence and clarity, ensuring rapid resolution, effective stakeholder communication, strong RCA, and systemic corrective actions.

· Drive ongoing service improvement initiatives focused on MTTR reduction, ticket deflection, automation-led productivity, cost optimization, and service quality uplift.

· Provide architecture-level oversight on infrastructure changes, migrations, cloud transitions, and upgrades, ensuring designs are operationally scalable, secure, and supportable in BAU.

· Lead adoption of automation, observability, AIOps, self-healing, and AI/GenAI-assisted operations; translate innovation from pilots to production to deliver tangible efficiency and reliability gains.

· Govern OEMs, hyperscalers, and partner ecosystems with outcome-based accountability, ensuring aligned delivery, performance transparency, and value realization.

· Act as a trusted delivery leader for senior client stakeholders, translating operational complexity into outcomes, risks, and value narratives suitable for CxO-level forums.

· Build, lead, and retain high-performing global delivery teams with strong focus on capability building, succession planning, and transformation-ready skills.

Key Requirements

· 10–15+ years in IT infrastructure delivery with substantial experience in large-scale managed services, including steady-state operations, transitions, transformations, and renewals.

· Deep understanding of ITIL-based service management, SLA governance, risk controls, audit readiness, and operational reporting in contract-driven environments.

· Strong working knowledge of data center, network, compute, storage, cloud, hybrid infrastructure, and security integration, with ability to influence architecture and design decisions.

· Proven ability to lead during ambiguity, crises, and high-pressure situations while maintaining service stability, stakeholder confidence, and team morale.

· Experience in defining and managing operational metrics, dashboards, and trend-based insights to drive preventive actions and continuous improvement.

· Exposure to or hands-on leadership in automation, AIOps, observability platforms, and AI-driven service delivery; strong passion for modernizing managed services operations.

· Excellent communication and influencing skills with ability to engage CXOs, clients, and internal leaders using clear, outcome-focused narratives.

· Demonstrated capability in leading large, distributed teams and managing vendors through performance governance and value-based engagement models.

· Engineering degree or equivalent required; ITIL mandatory; PMP / PRINCE2 / Cloud / Security / AI-related certifications preferred.