Job Description

Project Role :

Application Lead

Project Role Description :

Lead the effort to design, build and configure applications, acting as the primary point of contact.

Must have skills :

IT Infrastructure Operations

Good to have skills :

NA

Minimum

5

year(s) of experience is required

Educational Qualification :

15 years full time education



Position Summary The IT Infrastructure Service Delivery Manager is responsible for ensuring the effective delivery of IT infrastructure services to meet business needs. This role oversees day-to-day operations, manages service performance, ensures adherence to SLAs, and drives continuous improvement initiatives across infrastructure domains, including servers, storage, network, cloud, operating systems, databases, middleware, and end-user computing. The SDM acts as the key liaison between IT teams, business stakeholders, and vendors. ________________________________________ Key Responsibilities o Own end-to-end service delivery for IT infrastructure across on-premises and cloud environments. o Ensure services meet agreed SLAs, KPIs, and compliance standards. o Manage incidents, problem, and change processes for infrastructure services. o Coordinate across OS, DB, network, cloud, middleware, and end-user support teams for seamless delivery. o Monitor infrastructure performance, capacity, and availability. o Drive root cause analysis and problem resolution for major incidents. o Oversee patching, upgrades, and security hardening across infrastructure layers. o Act as the primary point of contact for business stakeholders regarding infrastructure services. o Manage vendor relationships, contracts, and performance reviews. o Conduct regular service review meetings with business and IT leadership. o Ensure infrastructure services adhere to organizational security, compliance, and audit requirements. o Maintain documentation, SOPs, and process guidelines. o Identify and implement service improvements to enhance performance, cost efficiency, and reliability. o Support infrastructure transformation projects, migrations, and modernization initiatives. o Promote automation and standardization across infrastructure operations. ________________________________________ Required Skills & Qualifications o Bachelor's degree in Computer Science, Information Technology, or related field. o 12 + years of experience in IT infrastructure management, with at least 5+ years in a service delivery role. o Strong knowledge of: o ITIL processes (incident, problem, change, service request, capacity, availability). o Infrastructure components: servers, storage, OS (Linux/Windows), databases, middleware, cloud (AWS/Azure/GCP), networking. o Excellent leadership, stakeholder management, and communication skills. o Proven ability to manage multiple priorities in a fast-paced environment. o Shift-C is mandatory. ________________________________________ Preferred Qualifications o ITIL v4 Managing Professional or Expert certification. o Project management certifications (PMP, PRINCE2). o Experience managing multi-vendor and global delivery models. o Familiarity with monitoring and ITSM tools (ServiceNow, SolarWinds, Splunk, etc.). ________________________________________ Key Competencies o Strategic thinking with a customer-first mindset. o Strong analytical and decision-making skills. o Conflict resolution and negotiation skills. o Adaptability to changing business and technology landscapes.




15 years full time education