IT Service Delivery Manager
As an IT Service Delivery Manager, you will be responsible for ensuring high-quality, efficient delivery of IT services to internal and external stakeholders. You will manage service performance, lead support teams, maintain strong client or business relationships, and ensure services align with SLAs and business goals.
* Key Responsibilities
* Manage IT Service Delivery Operations, including in-depth knowledge of EUC Services (Deskside support, Desktop/Laptop/Tablet/Mobile support, EUC devices lifecycle, Field services, Depot Services, Asset Management, Spares Management & Disposal services).
* Coordinate the delivery of transitioning End User Services in a global environment.
* Act as the Single Point of Contact for operational customer escalations and relationships across services and countries.
* Handle resource management, including selection, hiring, and people management duties.
* Manage SOW contracts and vendors to ensure timely service delivery.
* Oversee cross-functional aspects of all tower projects.
* Ensure daily service operations continuity and compliance with SLAs and KPIs.
* Manage incident, service requests, problem, and change management processes.
* Prepare, present, and track action items from weekly and monthly service reviews.
* Utilize ITSM tools like ServiceNow, Remedy, Jira for monitoring and dashboard management.
Team Leadership & Coordination
Lead and mentor support and service teams, coordinate efforts with infrastructure, applications, and security teams.
Client / Stakeholder Relationship Management
Serve as the primary contact for service delivery issues, building trust through high-quality service.
Project Financials
Understand billing methodologies, prepare and present billing, manage project PnL, and minimize SLA penalties.
Service Improvement & Strategy
Analyze performance metrics, drive improvement plans, and participate in budget and vendor management.
Project Participation
Support or lead service-related IT projects, ensuring smooth transition into operations.
Requirements
* 10+ years of IT experience
* 5+ years in IT service management or similar roles
* Strong understanding of ITIL principles (certification preferred)
* Excellent communication, problem-solving, and stakeholder management skills
* Proven leadership in high-pressure situations
* Experience with service management tools like ServiceNow, Jira, BMC Remedy
Preferred Qualifications
* ITIL v4 Foundation or higher
* Experience with cloud platforms (AWS, Azure)
* Familiarity with ISO/IEC 20000 standards
Soft Skills
* Strong customer focus
* Analytical thinking
* Conflict resolution
* Ability to manage competing priorities
About Infosys
Infosys is a global leader in digital services and consulting, enabling clients across 46 countries to navigate digital transformation with AI-powered solutions, agile methodologies, and continuous learning. We are committed to diversity and inclusion. All employment aspects are merit-based and performance-driven.
Required Experience: Manager
Key Skills
IT Experience, Data Center, Problem Management, Network Management, Management Experience, Solaris, Customer Support, ServiceNow, ITSM, ITIL, Project Management, Operating Systems
Employment Type: Full Time
Vacancy: 1
#J-18808-Ljbffr