Delivery Lead - Technical Operations

Changepond Technologies Limited; Chennai District; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Changepond Technologies Limited invites an experienced Technical Operations and Service Delivery leader to oversee compute, virtualization, and hybrid infrastructure across data centers and digital workspaces. You will drive ITIL governance, capacity planning, incident/change/problem/release management, and ensure ISO 27001 and GDPR compliance with audit readiness.

Leading global teams of engineers, you will push automation (AIOps), improve MTTR, and deliver performance dashboards while aligning

Qualifications

• Bachelor's or Master's degree in Computer Science or IT.
• 14–16 years of CIT-OC IT Operations Delivery with strong leadership exposure.
• Proven track record in compute, virtualization and cloud service management (Azure/AWS).
• Expertise in AI-powered monitoring tools (Dynatrace, AppDynamics, ServiceNow AIOps, CA UIM/Nimsoft).
• In-depth knowledge of ITIL, ISO 27001, and SLA-based operations management.
• Experience managing multi-customer global operations and large technical teams.

Responsibilities

• Oversee compute and infrastructure operations across data centers, virtualization, and digital workspace environments.
• Lead stability, redundancy, and performance tuning to meet KPIs.
• Govern ITIL processes—incident, change, problem, and release management.
• Drive capacity planning, workload optimization, and scaling in hybrid environments.
• Coordinate with InfoSec for vulnerability remediation and security compliance.
• Define SLAs/OLAs, run governance reviews, and ensure audit readiness (ISO 27001, GDPR, ITSM).
• Act as senior escalation point and maintain executive stakeholder relationships.
• Drive automation integrations (AIOps) to improve MTTR and reduce manual effort.
• Lead global teams with mentoring and workforce planning.
• Ensure business continuity planning and disaster recovery readiness.

Skills

Compute Infrastructure

Virtualization

Cloud (Azure/AWS)

Automation / AIOps

Performance Optimization

Leadership & Stakeholder

Education

Bachelor's/Master's in CS/IT

Tools

Dynatrace

AppDynamics

ServiceNow AIOps

CA UIM/Nimsoft

ITIL tooling

ISO 27001 knowledge

Job description

• Technical Operations Service Delivery
  • Oversee compute and infrastructure operations covering Data Centers, virtualization, and digital workspace environments.
  • Manage infrastructure stability, redundancy, and performance tuning to achieve defined KPIs.
  • Implement and govern ITIL processes-incident, change, problem, and release management.
  • Lead capacity planning, workload optimization, and performance scaling across hybrid environments.
  • Coordinate with the InfoSec team to manage vulnerability remediation and ensure compliance with security standards.
• Service Excellence Governance
  • Define and enforce SLAs, OLAs, and service metrics to ensure operational transparency.
  • Lead delivery governance reviews with customers and internal leadership.
  • Execute root cause analysis (RCA) and implement preventive/corrective actions for recurring issues.
  • Ensure adherence to ISO 27001, GDPR, and ITSM frameworks, including internal and external audit readiness.
• Customer Stakeholder Management
  • Act as a senior point of contact for escalations and service delivery assurance.
  • Build trusted partnerships with executive stakeholders and technical teams to align operations with business goals.
  • Conduct quarterly governance reviews and present operational performance dashboards.
  • Drive customer satisfaction and retention through consistent communication, transparency, and accountability.
• Innovation Automation
  • Drive the integration of automation platforms into IT operations to improve MTTR and reduce manual effort.
  • Partner with engineering teams for DevOps adoption, observability, and continuous delivery enhancements.
  • Evaluate and implement emerging technologies to modernize compute operations and optimize cost.
• Leadership People Development
  • Lead global teams of operations engineers, automation specialists, and service leads.
  • Develop a high-performance culture through mentoring, continuous learning, and certification programs.
  • Manage Team member planning, utilization, and workforce optimization across delivery departments.
  • Effective stakeholder management.
  • Foster an environment of collaboration, accountability, and innovation within operations.
• Risk, Compliance Business Continuity
  • Perform risk assessments, identify operational gaps, and implement preventive strategies.
  • Oversee business continuity planning and disaster recovery (BCP/DR) to ensure resilience.
  • Maintain full compliance with internal controls and external audits.
  • Lead operational readiness and security posture improvement initiatives.

Qualifications Experience

• Bachelor s / Master s degree in Computer Science, Information Technology, or related field.
• 14-16 years of experience in CIT-OC - IT Operations Operations Delivery with strong leadership exposure.
• Proven track record in compute, virtualization, and cloud (Azure/AWS) service management.
• Expertise recommended in AI-powered monitoring tools (Dynatrace, AppDynamics, ServiceNow AIOps, CA UIM/Nimsoft).
• In-depth knowledge of ITIL, ISO 27001, and SLA-based operations management.
• Experience managing multi-customer global operations and large technical teams.

Key Competencies

• Technical Expertise : Compute Infrastructure, Virtualization (VMware/Hyper-V), Cloud (Azure/AWS), Automation, Performance Optimization
• Operational Leadership : Service Delivery Management, ITIL Governance, KPI Tracking, Risk Compliance, Change Management
• Customer Focus : Stakeholder Communication, Escalation Handling, Relationship Governance, Executive Reporting
• Innovation Automation : AIOps Integration, Predictive Analytics, Incident Automation, Continuous Improvement
• People Leadership : Team Mentorship, Workforce Planning, Performance Coaching, Multi-Regional Team Leadership
• Business Acumen : Cost Optimization, PL Accountability, Strategic Alignment, Vendor Contract Management

Key Performance Indicators (KPIs)

• Compute uptime and service availability targets achieved
• SLA and OLA compliance percentage
• Mean Time to Resolve (MTTR) and incident reduction metrics
• Automation efficiency and AI detection rate
• Customer satisfaction / NPS improvement trend
• Operational cost optimization and ROI achievement

Certifications (Preferred)

• ITIL v4 / ISO 27001
• Azure or AWS Certified Solutions Architect
• VMware Certified Professional (VCP)
• PMP / PRINCE2 / SAFe Delivery Certification

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.