Service Delivery Manager ( IT Infrastructure)

We are seeking an experienced Service Delivery Manager to lead end-to-end delivery of IT Infrastructure services across the enterprise. In this role, you will own service quality, availability, and performance for core infrastructure domains Automation, ServiceNow managed services and end-user services — while driving projects initiation through closure. The ideal candidate combines deep IT infrastructure operations expertise with strong project management discipline, vendor governance, and executive-level communication skills.

Key Responsibilities

Service Delivery & Operations

• Own end-to-end service delivery for IT infrastructure services, ensuring SLAs, OLAs, and KPIs are consistently met or exceeded.
• Manage day-to-day operations across cloud (M365/Azure/ServiceNow) and end-user computing environments.
• Lead incident, problem, change, and release management processes in line with ITIL best practices; act as escalation point for major incidents (P1/P2) and drive root-cause analysis.
• Monitor service health, capacity, and availability; proactively identify risks and implement service improvement plans (CSI).
• Produce and present service performance reports, dashboards, and operational reviews for leadership and business stakeholders.

Project & Program Management

• Plan and deliver infrastructure projects — migrations, upgrades, cloud adoption, office build-outs, DR/BCP initiatives — on time, within scope and budget.
• Develop project plans, resource forecasts, budgets, and status reporting; manage dependencies across teams.
• Apply Agile, Waterfall, or hybrid delivery methodologies as appropriate to each initiative.
• Coordinate cross-functional teams, including engineering, security, applications, and business units, to ensure successful delivery.

Vendor, Financial & People Management

• Manage third-party vendors and managed service providers: contracts, SOWs, performance reviews, and SLA compliance.
• Own budgeting and cost optimization for infrastructure services; track actuals against forecast and identify savings opportunities.
• Lead, mentor, and develop a team of infrastructure engineers and analysts; build a culture of accountability and continuous improvement.
• Partner with information security to ensure infrastructure services meet compliance, audit, and risk requirements.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent experience).
• 10+ years of progressive IT experience, including 5+ years in service delivery, infrastructure operations, or IT management roles.
• Proven project management experience delivering complex infrastructure projects (migrations, upgrades, cloud, DR).
• Strong working knowledge of ITIL processes (incident, problem, change, service level management); ITIL Foundation certification preferred.
• Hands-on familiarity with ServiceNow, End user computing operations and at least one major cloud platform (AWS, Azure, or GCP).
• Experience with ITSM platforms such as ServiceNow, including reporting and workflow management.
• Demonstrated vendor and budget management experience.
• Excellent communication, stakeholder management, and executive reporting skills.

Preferred Qualifications

• PMP, PRINCE2, or equivalent project management certification.
• ServiceNow Certifications, OKTA certifications
• ITIL v4 Intermediate/Managing Professional certification.
• Endpoint management platforms (e.g., SCCM, Intune).
• Experience leading distributed or global support teams and 24x7 operations.
• Exposure to automation and process improvement (scripting, workflow automation, AI-enabled operations).

What Success Looks Like

• First 90 days: full ownership of service operations, established stakeholder cadence, and a baseline of SLA performance.
• 6 months: measurable improvement in incident resolution times and service availability; key infrastructure projects on track.
• 12 months: matured service delivery framework, optimized vendor spend, and a high-performing, well-developed team.

Work Environment

This is a full-time, onsite position. Occasional after-hours or on-call availability may be required to support major incidents, maintenance windows, and project cutovers.