Senior Manager - IT Infrastructure Service Delivery Management (16-20 yrs)

IT Infrastructure Service Delivery Manager - Senior Manager

Location: Bangalore (Hybrid - 3 Days in Office Per Week)

Experience Range: 16+ Years

Employment Type: Full-Time Permanent

Position Overview:

We are seeking an experienced and strategic IT Service Delivery Manager to lead the IT Service Management (ITSM) function within our organization. This role involves defining and implementing strategies, frameworks, and processes to ensure efficient and effective delivery of IT services. The ideal candidate will bring strong leadership capabilities, deep technical expertise in ITSM and IT infrastructure, and a proven track record in driving transformation and innovation within IT services.

Essential Job Functions:

Strategy Development & Execution:

- Develop and implement strategies, policies, and procedures aligned with industry best practices (e.g., ITIL framework) to optimize IT service delivery, enhance IT infrastructure, support business objectives, and improve operational efficiency.

Team Leadership & Management:

- Lead and manage a team of ITSM professionals, including Operations Managers, ensuring effective alignment of IT service delivery processes with organizational goals and priorities.

Performance Monitoring & Improvement:

- Establish and monitor key performance indicators (KPIs), metrics, and benchmarks to assess ITSM performance, identify improvement areas, and drive continuous service improvement initiatives.

Stakeholder Collaboration:

- Collaborate with IT leadership, stakeholders, and business units to understand service requirements, prioritize initiatives, and align ITSM activities with business objectives.

Process Adoption & Compliance:

- Ensure adherence to ITIL and ITSM processes across the organization, driving compliance with service level agreements (SLAs), operational standards, and regulatory requirements.

IT Infrastructure & Tool Management:

- Oversee the implementation and optimization of ITSM tools (e.g., ServiceNow) and ensure efficient operation and enhancement of IT infrastructure to streamline processes and enhance user experience.

Strategic Guidance:

- Provide strategic insights and recommendations to senior management on ITSM trends, technologies, and best practices to drive innovation and competitive advantage.

Vendor Management:

- Manage relationships, contracts, and SLAs with third-party IT service providers to ensure seamless delivery of services.

Resource Planning:

- Develop and manage resource allocation and staffing plans to meet current and future operational needs effectively.

Reporting & Analysis:

- Prepare and present regular reports, analyses, and recommendations to senior management regarding ITSM performance, initiatives, and future strategies.

Knowledge Sharing:

- Foster knowledge-sharing initiatives within the Managed Services team and focus on continuous training and development of operations teams.

Governance & IP Development:

- Contribute to the development and management of Governance Services intellectual property (IP) within the organization.

Qualifications:

Education:

- Bachelor's degree in Computer Science, Information Technology, Business Management, or a related field (Master's degree preferred).

Experience:

- 16+ years of experience in IT Service Management or related roles, with at least 3-5 years in a senior managerial position.

- Extensive experience in IT infrastructure, ITSM strategy development, and team leadership in complex environments.

Certifications:

- ITIL Foundation (Intermediate or Expert level preferred).

- PMP or Six Sigma certifications are a plus.

Skills & Requirements:

- Proven expertise in IT service delivery management, ITSM frameworks (e.g., ITIL, COBIT), and IT infrastructure.

- Hands-on experience with ITSM tools like ServiceNow and other relevant technologies.

- Strong leadership, communication, and interpersonal skills to effectively influence stakeholders and manage teams.

- Analytical mindset with a strategic approach to identifying improvement opportunities and driving operational excellence.

- Proficient in vendor and stakeholder management, with a focus on managing SLAs and contracts.

- Experience in preparing and presenting detailed reports and actionable insights to senior management.

- Cultural sensitivity and the ability to work in diverse, multi-regional teams.

- Demonstrated time management skills, ensuring timely delivery of projects in a high-pressure environment.

- Proficiency in MS Office tools (Outlook, Word, PowerPoint, Excel) and general internet applications.

- Self-motivated with the ability to work independently and adapt to dynamic environments.