JOB TITLE: IT Infrastructure Managed Services Delivery Manager

JOB PURPOSE:

We are looking for a dynamic and seasoned IT Infrastructure Managed Services Delivery Manager to lead and drive the successful delivery of large-scale, multi-tower IT Infrastructure Services programs. The ideal candidate will have a strong background in Service Delivery, Customer Success, Governance, and Team Leadership across global environments. This role will be responsible for ensuring operational excellence, customer satisfaction, and continual improvement of managed services, while also partnering with business leaders to drive growth and innovation.

QUALIFICATION: Bachelor's of Eng

CERTIFICATIONS: Certifications in ITIL Expert, PMP/PRINCE2, or equivalent highly desirable.

EXPERIENCE: 14–18 years of experience in IT Infrastructure Services, with at least 6+ years in senior Service Delivery roles.

RESPONSIBILITIES (INCLUDES ALL TASKS):

Key Responsibilities

• Lead and manage end-to-end service delivery for IT Infrastructure Managed Services across multiple domains (Data Center, Cloud, Network, Security, End-User Computing).
• Establish and manage a governance framework to monitor performance, SLAs, KPIs, and compliance with contractual commitments.
• Build and maintain strong CXO-level relationships with key customers to ensure alignment, satisfaction, and long-term partnership.
• Drive operational excellence, ensuring that services are delivered with high quality, cost efficiency, and consistent performance.
• Lead and mentor large, globally distributed delivery teams, fostering a culture of accountability, collaboration, and continuous improvement.
• Manage multi-vendor ecosystems and ensure smooth integration, performance management, and escalations.
• Ensure all services follow ITIL and best practice frameworks, embedding processes such as Incident, Change, Problem, and Capacity Management.
• Oversee financial governance including budget management, cost optimization, and revenue assurance for managed services engagements.
• Drive transformation initiatives such as automation, AI-driven operations (AIOps), and cloud migration to enhance delivery efficiency and innovation.
• Collaborate with pre-sales and solutioning teams to support bid management, transition planning, and due diligence.
• Act as an escalation point for critical service issues, ensuring quick recovery and proactive communication.
• Continuously improve service delivery models, create standardized delivery playbooks, and share best practices across accounts.

Qualifications & Experience

• 14–18 years of experience in IT Infrastructure Services, with at least 6+ years in senior Service Delivery Leadership roles.
• Proven track record of managing large-scale IT Infrastructure Managed Services programs across multiple towers.
• Deep understanding of IT Infrastructure technologies (Cloud, Data Center, Networks, Security, EUC, Collaboration tools).
• Strong experience in customer governance, escalations, and executive-level stakeholder management.
• Demonstrated ability to lead large delivery organizations, including global teams and vendor ecosystems.
• Strong expertise in ITIL processes, ServiceNow/Remedy, and governance reporting.
• Certifications in ITIL Expert, PMP/PRINCE2, or equivalent highly desirable.
• Excellent communication, presentation, negotiation, and documentation skills.
• Exposure to digital transformation programs (automation, DevOps, AIOps, Cloud Ops) is an advantage.

Key Skills

• Service Delivery Leadership & Governance
• IT Infrastructure Managed Services (Cloud, DC, Network, Security, EUC)
• Customer & Stakeholder Management (CXO-level)
• Large Team Leadership & People Management
• Financial Governance & P&L Ownership
• Process Excellence (ITIL, ISO, Governance)
• Risk & Escalation Management
• Strong Communication, Presentation & Documentation Skills
• Innovation & Transformation (Automation, AIOps, Cloud)

TECHNICAL SKILLS /COMPETENCIES:

MANDATORY

• Deep understanding of IT Infrastructure technologies (Cloud, Data Center, Networks, Security, EUC, Collaboration tools).
• Strong experience in customer governance, escalations, and executive-level stakeholder management.
• Demonstrated ability to lead large delivery organizations, including global teams and vendor ecosystems.
• Strong expertise in ITIL processes, ServiceNow/Remedy, and governance reporting.

OPTIONAL

SOFT SKILLS:

MANDATORY

• Excellent communication, presentation, negotiation, and documentation skills.