Infra Service Delivery Manager

Architect (Level: Manager)

Job Summary: The Infra Service Delivery Manager is responsible for overseeing the full lifecycle of IT infrastructure services, ensuring seamless delivery, governance, and operational excellence. This includes managing complex infrastructure projects, service desk operations, and global teams while maintaining high standards of performance, compliance, and customer satisfaction.

Key Responsibilities:

• Facilitate the full lifecycle of infrastructure services including build, transition, and run.
• Drive complex IT infrastructure projects, ensuring delivery within scope, budget, and timelines.
• Coordinate with cross-functional teams to ensure all aspects of projects are addressed.
• Set project deadlines, assign responsibilities, monitor progress, and summarize status for senior management.
• Manage project methodologies and implementation processes including:
  • Project scheduling
  • Risk and issue management
  • Scope change management
  • Budget and resource management
• Lead and mentor a global team (15+ members), providing guidance and performance oversight.
• Scope and present new Statements of Work (SOW) as needed.
• Provide governance for ongoing service delivery:
  • Act as escalation point for critical issues
  • Predict staffing needs
  • Review and present delivery metrics
• Ensure operational processes and procedures meet compliance and performance standards.

Required Skills & Qualifications:

• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
• ITIL v4 certification.
• 7–10 years of progressive management experience in infrastructure service delivery or IT operations.
• Experience managing medium to large-scale IT projects and global service teams.
• Strong understanding of ITIL framework and IT infrastructure technologies.
• Experience managing infrastructure support and customer-facing operations (e.g., service desk).
• Vendor management experience.
• Proficient in Microsoft Office tools, including Excel and PowerPoint.
• Excellent verbal, written, and presentation skills.
• Proven ability to manage multiple projects in a fast-paced, dynamic environment.