Service Delivery Manager — IT Infrastructure Services

Service Delivery Manager — IT Infrastructure Services(Network · Cloud · Server · Storage · Telephony · Staffing · Digital Workplace)Function: Service DeliveryReports to: Head of Service Delivery/Operations DirectorSeniority: Hands-on Manager (player–coach)Team: Manages 2–5 Service Delivery Coordinators while also acting as an individual contributor on critical tasksLocation: IndiaTravel: <20% for key reviews and transitionsRole SummaryOwn end-to-end service delivery and customer satisfaction across IT infrastructure services while exercising tight weekly control on P&L. Lead a small coordination team, run governance cadences, standardize SOPs/runbooks, and drive measurable improvements in SLAs, CSAT, and margin.Key Responsibilities1) Service Delivery & Operations (ITIL)Govern Incident, Request, Problem, Change (CAB) and Major Incident processes; act as on-rotation MIM for P1s.Ensure SLA/OLA attainment across network, cloud, server, storage, telephony, workplace towers.Own capacity & demand planning (skills matrix, on-call rosters, vendor/backfill).Lead service transitions (KT, runbooks, acceptance criteria, warranty).Drive continual improvement (trend analysis, RCA/RFO, automation opportunities).2) Financials — Weekly P&L OwnershipMaintain account/tower-level P&L with a weekly cadence:Revenue recognition (T&M vs Fixed), timesheet hygiene, milestones.COGS: staffing, cloud credits/consumption, licenses, partner costs.Variance analysis vs budget; forecast next 4–8 weeks.Billing & AR: invoice schedule, DSO, PO/budget burn, change orders.Margin protection: scope control, rate-card adherence, vendor rebates, cost optimization.Publish Friday P&L Snapshot with actions and owners; track to closure.3) Customer Governance & Stakeholder ManagementRun Daily Ops huddles, Weekly Service Reviews, Monthly/Quarterly Business Reviews (MBR/QBR).Maintain stakeholder maps (customer, vendors, internal towers), escalation paths, and comms plans.Present service health, risks, and improvement plans with clear business outcomes.4) Team Leadership (2–5 Coordinators)Hire, onboard, coach; assign workloads; set goals/KPIs.Establish a performance rhythm (1:1s, feedback, training on ITIL, tools, financial literacy).5) SOPs, Runbooks & ComplianceCreate, publish, and maintain SOPs and tower runbooks; enforce version control and audit trails.Ensure CMDB/asset hygiene; align with ISO 27001 controls and customer policies.Reporting Cadence & TemplatesDaily (by 10:00)Daily Ops Dashboard: open tickets by priority/age, SLA risks, overnight P1/P2s summary, changes scheduled today, capacity roster, vendor blockers.Major Incident Update (as needed): impact, workaround, ETA, next comms time.Weekly (every Friday EOD)Weekly P&L Snapshot (per account/tower):Revenue recognized | Invoiced | Unbilled | AR/DSO | COGS | Gross Margin % | Variance vs Plan | Forecast (4–8 wks).Actions to correct slippage (owner/date).Service Review Pack:SLA/OLA heatmap, ticket trends, top 5 repeat issues, change success rate, patch/backlog status, risks & mitigations, customer sentiment/CSAT.Monthly (MBR, by 3rd business day)MBR Deck: KPI trends (3–6 months), RCA status, automation/savings realized, DR/backup posture, security exceptions, roadmap & resource plan, financial roll-up vs budget, 60-day forecast, improvement OKRs.#teceze #itservices