Delivery Manager - IT Infrastructure

• Lead end-to-end delivery of enterprise IT Infrastructure managed services across multiple technology towers.
• Ensure achievement of service level agreements (SLAs), key performance indicators (KPIs), and customer experience objectives.
• Manage and govern 24x7 infrastructure operations supporting mission-critical business environments.
• Oversee Incident, Problem, Change, Release, Capacity, and Availability Management processes in alignment with ITIL best practices.
• Drive service improvement initiatives focused on operational efficiency, stability, and customer satisfaction.
• Lead Major Incident Management activities and ensure timely root cause analysis and preventive actions.
• Establish effective delivery governance through regular operational, management, and executive reviews.
• Act as the primary point of contact for senior customer stakeholders and build trusted advisory relationships.
• Manage risks, compliance requirements, operational documentation, and audit readiness activities.
• Lead geographically distributed infrastructure teams, including people management, succession planning, employee engagement, and performance management.
• Drive infrastructure transformation initiatives focused on operational excellence and scalability.
• Monitor service performance, resource utilization, and financial targets related to managed services delivery.
• Support disaster recovery planning, business continuity activities, and governance reviews.
• Promote automation and continuous improvement initiatives to enhance service quality and operational effectiveness.

Proficient

• Delivery Management
• IT Infrastructure

• 20-25 years of experience in IT Infrastructure Services.
• Minimum 10 years of experience in a Delivery Management role managing enterprise accounts.
• Experience managing large-scale enterprise infrastructure environments and multi-site operations.
• Experience supporting regulated Banking, Financial Services, Insurance (BFSI) or NBFC organizations.
• Proven experience leading infrastructure transformation initiatives and managing geographically distributed teams.

• NBFC / Banking / Financial Services / Insurance (BFSI)

• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field.
• MBA preferred.

• ITIL v4 Managing Professional / ITIL Expert
• PMP / PRINCE2

• Trivandrum

• Customer Satisfaction (CSAT)
• Service Availability
• Major Incident Reduction
• MTTR Improvement
• Change Success Rate
• Audit & Compliance Scores
• Resource Utilization
• Financial Targets (Revenue & Margin)
• Employee Engagement and Retention