Zensar Technologies—Service Delivery Manager

Job description

Description: We are looking for an experienced Infrastructure Service Delivery Manager to lead the delivery and governance of IT Infrastructure Managed Services across multiple technology towers. The role is responsible for ensuring service excellence, operational stability, SLA compliance, customer satisfaction, financial performance, resource management, and continuous service improvement. The ideal candidate should have strong experience managing enterprise infrastructure operations, customer relationships, service reviews, escalations, and transformation initiatives involving cloud, network, server, storage, security, and end-user services. Key Responsibilities Oversee end-to-end delivery / Operations of IT infrastructure services, including data center management, network operations, cloud infrastructure, and end-user computing. Ensure services are delivered within agreed SLAs and budgets. Service Delivery Management - Own end-to-end delivery of infrastructure managed services. - Ensure adherence to contractual SLAs, KPIs, OLAs, and service commitments. - Monitor service performance and drive continuous improvement initiatives. - Manage incident, problem, change, and service request processes. - Ensure operational stability and service availability across infrastructure environments. - Conduct Weekly, Monthly, and Quarterly Service Reviews. - Build strong customer relationships and ensure high customer satisfaction. - Manage customer escalations and drive timely resolution. - Provide executive-level reporting and operational insights. Customer & Stakeholder Management Operations Management - Oversee delivery across: - Server Infrastructure (Windows/Linux) - Cloud Platforms (Azure/AWS) - Network Services - Active Directory & Identity Management - End User Computing - Backup & Storage - Security Operations - Ensure adherence to operational processes and governance frameworks. - Drive transition-to-operation activities for new projects and services Team & Resource Management - Lead and mentor infrastructure delivery teams. - Manage staffing, resource planning, utilization, and skill development. - Support performance management and career development initiatives. - Ensure optimal L1/L2/L3 resource mix for operational efficiency. Governance & Compliance - Drive ITIL-based service management practices. - Ensure compliance with security, audit, regulatory, and customer requirements. - Maintain service documentation, SOPs, KT records, and operational runbooks. - Conduct risk reviews and implement mitigation plans Continuous Improvement & Transformation - Drive automation initiatives to reduce manual effort and improve service quality. - Identify opportunities for cloud adoption, infrastructure modernization, and operational excellence. - Lead service improvement programs and technology transformation initiatives. - Promote innovation and efficiency across infrastructure operations. Experience: • 10+ years of experience in IT infrastructure management, with at least 5 years in a service delivery role in Infrastructure. Experience in working Manage Service contract • Proven track record of managing complex IT infrastructure environments in a fast-paced industry. • Good understanding of IT infrastructure components, including networking, servers, storage, virtualization & End user computing /Service desk operation • Hands-on experience with On Prem infrastructure and management of 3rd party hosted Data Center setup • Familiarity with monitoring and automation tools. • Understanding of Public sector client and prior work experience in this domain will be a significant advantage Requirements: Experience: • 10+ years of experience in IT infrastructure management, with at least 5 years in a service delivery role in Infrastructure. Experience in working Manage Service contract • Proven track record of managing complex IT infrastructure environments in a fast-paced industry. • Good understanding of IT infrastructure components, including networking, servers, storage, virtualization & End user computing /Service desk operation • Hands-on experience with On Prem infrastructure and management of 3rd party hosted Data Center setup • Familiarity with monitoring and automation tools. • Understanding of Public sector client and prior work experience in this domain will be a significant advantage Responsibilities: Key Responsibilities Oversee end-to-end delivery / Operations of IT infrastructure services, including data center management, network operations, cloud infrastructure, and end-user computing. Ensure services are delivered within agreed SLAs and budgets. Service Delivery Management - Own end-to-end delivery of infrastructure managed services. - Ensure adherence to contractual SLAs, KPIs, OLAs, and service commitments. - Monitor service performance and drive continuous improvement initiatives. - Manage incident, problem, change, and service request processes. - Ensure operational stability and service availability across infrastructure environments. - Conduct Weekly, Monthly, and Quarterly Service Reviews. - Build strong customer relationships and ensure high customer satisfaction. - Manage customer escalations and drive timely resolution. - Provide executive-level reporting and operational insights. Customer & Stakeholder Management Operations Management - Oversee delivery across: - Server Infrastructure (Windows/Linux) - Cloud Platforms (Azure/AWS) - Network Services - Active Directory & Identity Management - End User Computing - Backup & Storage - Security Operations - Ensure adherence to operational processes and governance frameworks. - Drive transition-to-operation activities for new projects and services Team & Resource Management - Lead and mentor infrastructure delivery teams. - Manage staffing, resource planning, utilization, and skill development. - Support performance management and career development initiatives. - Ensure optimal L1/L2/L3 resource mix for operational efficiency. Governance & Compliance - Drive ITIL-based service management practices. - Ensure compliance with security, audit, regulatory, and customer requirements. - Maintain service documentation, SOPs, KT records, and operational runbooks. - Conduct risk reviews and implement mitigation plans Continuous Improvement & Transformation - Drive automation initiatives to reduce manual effort and improve service quality. - Identify opportunities for cloud adoption, infrastructure modernization, and operational excellence. - Lead service improvement programs and technology transformation initiatives. - Promote innovation and efficiency across infrastructure operations.