Service Delivery Manager — IT Infrastructure Services

Service Delivery Manager IT Infrastructure Services

(Network Cloud Server Storage Telephony Staffing Digital Workplace)

Function: Service Delivery

Reports to: Head of Service Delivery/Operations Director

Seniority: Hands-on Manager (playercoach)

Team: Manages 25 Service Delivery Coordinators while also acting as an individual contributor on critical tasks

Location: India

Travel: <20% for key reviews and transitions

Role Summary

Own 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 Responsibilities

1) 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 Ownership

• Maintain 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 48 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 Management

• Run 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 (25 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 & Compliance

• Create, 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 & Templates

Daily (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 (48 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 (36 months), RCA status, automation/savings realized, DR/backup posture, security exceptions, roadmap & resource plan, financial roll-up vs budget , 60-day forecast, improvement OKRs.

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