Service Delivery Manager

Service Delivery Manager (Infrastructure & Systems Operations)

About the Role

We are seeking an experienced Service Delivery Manager to lead and oversee a team of System Administrators supporting enterprise infrastructure environments. This role is responsible for ensuring the delivery of stable, secure, and high-performing IT services across server platforms, operating systems, virtualization, storage, and database infrastructure.

The ideal candidate will have strong technical leadership, stakeholder management, service governance, and operational excellence experience within large-scale enterprise environments.

Key Responsibilities

• Lead and manage a team of System Administrators responsible for server, storage, virtualization, operating system, and database infrastructure.
• Own end-to-end service delivery and ensure compliance with agreed SLAs, KPIs, and operational targets.
• Act as the primary point of contact for infrastructure service-related escalations and stakeholder communications.
• Drive incident, problem, change, and service request management processes.
• Ensure high availability, performance, and security of infrastructure services.
• Monitor service performance and implement continuous improvement initiatives.
• Coordinate infrastructure upgrades, patch management, capacity planning, and disaster recovery activities.
• Develop and maintain operational governance, reporting, and service review frameworks.
• Collaborate with internal teams, vendors, and business stakeholders to resolve issues and improve service quality.
• Manage risk, compliance, audit requirements, and operational best practices.
• Lead resource planning, team development, performance management, and knowledge-sharing initiatives.

Required Skills & Experience

• Minimum 10 years of IT Infrastructure experience, with at least 3-5 years in a Service Delivery Manager, Operations Manager, or Infrastructure Manager role.
• Proven experience managing teams supporting:
• Server Infrastructure (Windows/Linux)
• Virtualization (VMware, Hyper-V)
• Enterprise Storage Platforms
• Database Environments
• Backup & Disaster Recovery Solutions
• Data Center Operations
• Strong understanding of IT Service Management (ITSM) and ITIL frameworks.
• Experience managing infrastructure support within enterprise or managed service environments.
• Strong knowledge of SLA, KPI, and service governance management.
• Demonstrated experience handling customer escalations and executive stakeholder communications.
• Experience with operational reporting, service reviews, and continuous service improvement.

Preferred Qualifications

• ITIL Foundation or higher certification.
• PMP, PRINCE2, or Agile certification is an advantage.
• Experience managing multi-disciplinary infrastructure support teams.
• Exposure to cloud platforms such as Azure, AWS, or Google Cloud.
• Experience working with global delivery teams and third-party vendors.

Key Competencies

• Service Delivery Management
• Infrastructure Operations
• Team Leadership & People Management
• Stakeholder Management
• ITIL Processes
• Incident & Problem Management
• Service Governance
• Vendor Management
• Risk & Compliance Management
• Continuous Improvement

Why Join Us

• Lead enterprise-scale infrastructure operations.
• Work with a highly skilled technical team.
• Drive service excellence and operational transformation initiatives.
• Competitive compensation and career growth opportunities.