SO_Service Delivery Manager-Platform

Roles & Responsibilities

The Infrastructure Service Delivery Manager is responsible for overseeing the delivery, operation, and continuous improvement of infrastructure services across both Cloud and On-Premises environments. This role ensures that infrastructure services meet business requirements, service level commitments, security standards, and operational excellence .

The individual will act as the key interface between technical teams, business stakeholders, customers, and external service providers to ensure reliable, scalable, and cost-effective infrastructure services.

Key Responsibilities

Lead the end-to-end delivery and management of infrastructure services across Cloud and On-Premises environments, including servers, storage, virtualization, networks, databases, and platform services.

Manage infrastructure operations teams and service providers, ensuring high availability, performance, and timely resolution of incidents, problems, and service requests in accordance with agreed SLAs and KPIs.

Serve as the primary point of contact for stakeholders and customers regarding infrastructure service performance, escalations, and operational governance.

Collaborate with business units, application teams, cybersecurity teams, and technology partners to align infrastructure services with organizational objectives and transformation initiatives.

Drive continuous service improvement initiatives focused on reliability, automation, optimization, operational efficiency, and user experience.

Oversee infrastructure lifecycle management, including capacity planning, patching, upgrades, refresh programs, and technology modernization initiatives.

Ensure effective management of Cloud platforms (AWS, Azure, GCP) and On-Premises data center environments, maintaining operational consistency and governance standards.

Monitor infrastructure health, service performance, utilization, and availability metrics; prepare operational reports and present insights to senior leadership.

Ensure compliance with ITIL best practices, security policies, regulatory requirements, and organizational governance frameworks.

Lead incident, problem, change, and release management processes to minimize service disruptions and ensure business continuity.

Coordinate disaster recovery planning, business continuity testing, and resilience initiatives across infrastructure environments.

Manage vendor relationships, contracts, and third-party service providers to ensure service quality, cost optimization, and contractual compliance.

Facilitate knowledge sharing, operational readiness, and team development to enhance technical capabilities and service maturity.

Educational qualification

Bachelor’s degree/Master’s degree(BE/ME) in Computer Science, Information Technology, or related field.

Experience : 10+ Years

Mandatory/requires Skills

Proven experience (8+ years) in hybrid infrastructure environment including Cloud and On-premises platforms

Strong knowledge of ITIL processes and Service Management principles.

Experience managing infrastructure services such as compute, Storage, Virtualization, networking and monitoring

Knowledge of Cloud platforms such as Amazon Web Services (AWS), Microsoft Azure, and/or Google Cloud Platform.

Excellent communication, leadership, and stakeholder management skills.

Ability to handle multiple priorities and complex projects.

Relevant certifications such as ITIL, AWS, Azure, GCP, PMP, or Prince2 are preferred.