Position Overview
The Infrastructure Service Delivery Manager is responsible for overseeing the delivery and management of IT infrastructure services within the organization. This role ensures that all infrastructure operations, including networks, servers, data centers, and cloud environments, meet the agreed-upon service levels, are cost-effective, and align with business objectives. The manager will lead a team of technical professionals, manage vendor relationships, and work closely with other IT and business leaders to deliver high-quality, reliable IT services.
Key Responsibilities
- Lead the planning, implementation, and maintenance of IT infrastructure services, ensuring consistent service delivery and operational excellence.
- Monitor and report on infrastructure service performance, ensuring compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Manage a team of infrastructure engineers and support staff, providing guidance, coaching, and performance management.
- Develop and maintain strong relationships with internal stakeholders and external vendors to ensure effective service delivery and continuous improvement.
- Oversee incident, problem, and change management processes related to infrastructure services, ensuring timely resolution and minimal business disruption.
- Drive the adoption of best practices in infrastructure management, including automation, security, scalability, and disaster recovery.
- Prepare and manage budgets for infrastructure services, optimizing costs while maintaining high service quality.
- Support IT strategy by contributing to technology roadmaps, infrastructure modernization, and digital transformation initiatives.
- Ensure compliance with relevant regulations, standards, and company policies regarding IT infrastructure.
- Facilitate regular communication and reporting to senior management on infrastructure service health, risks, and improvement plans.
Required Qualifications
- Experience in Healthcare domain is a must
- Should have managed large size project with 500+ FTE
- Bachelor's degree in Information Technology, Computer Science, or a related field; advanced degree preferred.
- 5+ years of experience in IT infrastructure management or service delivery, with at least 2 years in a leadership role.
- Strong understanding of networking, server administration, cloud technologies (e.g., Azure, AWS), and data center operations.
- Proven experience managing service delivery in a complex, multi-vendor environment.
- Excellent organizational, communication, and interpersonal skills.
- ITIL certification or equivalent knowledge of IT service management frameworks is highly desirable.
- Demonstrated ability to lead cross-functional teams and manage projects effectively.
- Experience with budget management and vendor contract negotiations.
Desired Skills and Attributes
- Analytical and problem-solving skills with attention to detail.
- Customer-oriented mindset and commitment to delivering high-quality service.
- Adaptability and willingness to embrace new technologies and methodologies.
- Ability to work under pressure and manage multiple priorities simultaneously.
- Strong leadership and team-building capabilities.
Work Environment
The role is typically office-based with occasional requirements for on-call support, after-hours work, or travel to other company locations or data centers. Flexible work arrangements may be available depending on company policy.
Reporting Structure
The Infrastructure Service Delivery Manager reports to the Director of IT Operations or equivalent senior IT leadership position.
