Infra Service Delivery Manager

Infra Service Delivery Manager

Service Delivery & Operations:

Own end-to-end service delivery for assigned infrastructure projects.

Ensure SLAs, KPIs, and contractual obligations are met or exceeded.

Monitor and manage service performance, incident resolution, and change management.

Drive operational excellence through continuous improvement initiatives.

Client & Stakeholder Management:

Act as the primary point of contact for client stakeholders.

Conduct regular service reviews, governance meetings, and performance reporting.

Build strong relationships with clients to understand business needs and align services accordingly.

Communication & Collaboration:

Maintain clear and consistent communication with internal teams, clients, and leadership.

Prepare and present dashboards, reports, and executive summaries.

Facilitate cross-functional collaboration between technical, support, and business teams.

Promote transparency and proactive communication culture

Team Leadership & Coordination:

Lead cross-functional teams including technical leads, support engineers, and project managers.

Mentor and guide team members to ensure high performance and engagement.

Coordinate with offshore/onshore teams for seamless service delivery.

Risk & Compliance:

Ensure compliance with BFSI regulatory standards and internal policies.

Identify and mitigate risks related to service delivery and infrastructure operations.

Support audits and ensure documentation is up to date.

Resource & Contract Management:

Track and report on financial performance of service delivery.

Support contract renewals, scope changes, and service expansions.

Plan, allocate, and manage resources across multiple projects and service lines.

Monitor resource utilization and optimize staffing to meet delivery goals.

Identify skill gaps and coordinate training or hiring needs.