Job Title:  Associate Director | ITSM | Bengaluru | Technology Strategy & Transformation

Technical Infrastructure Service Delivery Manager

Location: Bengaluru

The team

Enterprise technology has to do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about ET&P

Your work profile

As a Technical Infrastructure Service Delivery Manager, you will be responsible for leading enterprise infrastructure service delivery and managing end-to-end IT operations. The role requires strong technical leadership, stakeholder management, service governance expertise, and the ability to drive operational excellence across multiple technology towers.

Key responsibilities include:

• Manage end-to-end delivery of IT Infrastructure Managed Services across Server, Network, Cloud, EUC, Data Centre, and related technology domains.
• Lead and manage L1, L2, and L3 technical support teams operating in shift-based and 24x7 environments.
• Own Service Delivery, SLA, KPI, and operational governance commitments while driving continual service improvement.
• Lead Major Incident Management (P1/P2 incidents) and coordinate cross-functional technical teams to restore services within defined timelines.
• Drive Incident, Problem, Change, and Request Management processes aligned with ITIL best practices.
• Coordinate with Network, Server, Cloud, Security, Application, and EUC teams for resolution of critical and complex incidents.
• Manage technical escalations and ensure timely restoration of services through effective RCA and Post Incident Reviews (PIR).
• Own client communication, operational reviews, governance meetings, and escalation management.
• Manage third-party vendors and ensure adherence to contractual SLA, OLA, and KPI commitments.
• Monitor operational dashboards, service metrics, availability, capacity, performance, and backlog management.
• Drive service automation, shift-left initiatives, knowledge management, and operational efficiency programs.
• Establish and maintain SOPs, runbooks, escalation matrices, and operational documentation.
• Identify service risks, improvement opportunities, and drive corrective and preventive actions.
• Participate in service transition, onboarding of new services, and infrastructure transformation initiatives.
• Prepare and present weekly, monthly, and executive-level service review reports.

Key skills required

• Bachelor's or Master's degree in Engineering, Technology, Computer Science, Information Systems, or related discipline.
• 12 to 18 years of experience in IT Infrastructure, Managed Services, or IT Operations.

• Minimum 5 years of experience in a Service Delivery Manager, Technical Service Delivery Manager, Infrastructure Manager, or IT Operations leadership role.
• Proven experience managing enterprise infrastructure operations and technical support teams.