Infrastructure and Cloud Service Delivery Director

NTT DATA Global Delivery Services Ltd; Bengaluru; On-site; INR 4,200,000 - 6,800,000; Full time

Job summary

NTT DATA Global Delivery Services Ltd in Bengaluru seeks an executive-level Client Delivery Manager to oversee day-to-day service delivery across cloud, infrastructure, and cybersecurity engagements, driving SLA/KPI performance, cost efficiency and continual improvement.

Reporting to the Client Delivery Executive, you will lead incident and change governance, manage resources and vendors, and partner with architects to operationalize transformation roadmaps while maintaining service stability.

Qualifications

• 14+ years in IT services or managed services.
• Proven leadership across global, multi-tower accounts with measurable SLAs.
• Strong incident/problem/change/risk management experience.
• Working financial knowledge: cost control, forecasting, productivity and margins.
• ITIL v4 certification is required.

Responsibilities

• Own daily service operations across relevant towers and ensure SLA/KPI/SLO adherence.
• Run daily/weekly/monthly operating rhythms, dashboards and action tracking.
• Maintain operational stability, service quality and business continuity across global environments.
• Lead incident, problem, change and risk management with timely communication and restoration.
• Drive root-cause analysis, corrective actions and service improvement plans.
• Govern change execution, risks, audit actions and continuity/disaster-recovery readiness.
• Manage workforce demand, staffing, skills, utilization, onboarding/offboarding and knowledge transfer.
• Coordinate tower leads, ops managers, partners and vendors; ensure closure of commitments.
• Oversee assets, licenses and vendor dependencies within the service scope.
• Track operational benefits from automation and continuous improvement.

Skills

Leadership

Client communication

Data-driven decisions

Problem solving

Job description

IT Senior Director Req ID: 393558 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us.

Cloud, Infrastructure, Cybersecurity & Managed Services Operations | Experience: 14+ Years

Role Purpose

The Client Delivery Manager (CDM) is accountable for day-to-day service delivery, operational governance, SLA/KPI performance, cost efficiency, resource management and continual service improvement across assigned Cloud, Infrastructure and Cybersecurity engagements. Reporting into the Client Delivery Executive (CDE), the CDM converts contractual and client commitments into disciplined daily, weekly and monthly execution. The CDM works with the Client Architect to operationalize transformation roadmaps, automation and AIOps improvements without compromising service stability. Lead complex enterprise operations where service reliability, operational discipline and continuous improvement directly shape client confidence. The role operates in a clear three-in-a-box model: the CDE owns the business and client outcomes, the CDM runs service operations, and the Client Architect shapes technology strategy and transformation.

Key Responsibilities

• Service Operations & Delivery Control Own daily operations across relevant service towers and ensure delivery meets SLAs, KPIs, SLOs, contractual commitments and operating procedures.
• Service Operations & Delivery Control Run daily, weekly and monthly operating rhythms, including service reviews, delivery dashboards, action tracking and closure governance.
• Service Operations & Delivery Control Maintain operational stability, service quality and business continuity across global, multi-vendor and multi-tower environments.
• Incident, Problem, Change & Risk Management Lead operational response for major incidents, outages, missed SLAs and service escalations; ensure timely communication, restoration and follow-through.
• Incident, Problem, Change & Risk Management Drive root-cause analysis, problem management, corrective actions and service improvement plans to prevent recurrence.
• Incident, Problem, Change & Risk Management Govern change execution, operational risks, audit actions, security/compliance obligations and continuity or disaster-recovery readiness.
• Resource, Vendor & Asset Management Manage workforce demand, staffing, shifts, skills, utilization, onboarding/offboarding, knowledge transfer and succession coverage.
• Resource, Vendor & Asset Management Coordinate tower leads, operations managers, partners and vendors; establish clear ownership and consequence-based closure of commitments.
• Resource, Vendor & Asset Management Oversee operational hardware/software assets, licenses and vendor dependencies within the service scope.
• Cost Efficiency & Financial Operations Control delivery costs in line with the account operating plan and provide accurate operational inputs for revenue, cost, margin and forecast reviews.
• Cost Efficiency & Financial Operations Drive productivity, pyramid optimization, capacity alignment, leakage prevention and efficient ramp-up/ramp-down of resources.
• Cost Efficiency & Financial Operations Track operational benefits from automation, continuous improvement and cost-efficiency initiatives; elevate forecast or cost gaps with corrective actions.
• Client Operations & Governance Serve as the primary contact for client operations leadership and lead service reviews, operational governance and action closure.
• Client Operations & Governance Maintain clear and timely communication on performance, risks, incidents, recovery plans and improvement priorities.
• Client Operations & Governance Support the CDE with MBR, QBR inputs, client escalations, renewals and delivery-led opportunities while keeping ownership centered on operational execution.
• Automation, AIOps & Continual Improvement Identify repetitive work, ticket drivers and process gaps suitable for automation, AIOps and intelligent service management.
• Automation, AIOps & Continual Improvement Partner with the Principal Client Architect and practices to implement approved improvements and embed them into standard operations.
• Automation, AIOps & Continual Improvement Measure realized outcomes such as ticket reduction, faster restoration, reduced manual effort, improved reliability and better user experience.
• People Leadership Coach delivery and operations leaders, set clear expectations and build a culture of accountability, ITIL discipline, collaboration and customer focus.
• People Leadership Develop operational capability, certifications, cross-skilling, engagement and retention across geographically distributed teams.

Required Experience & Qualifications

• 14+ years in IT services or managed services, including substantial responsibility for enterprise infrastructure, cloud or cybersecurity operations.
• Proven leadership of day-to-day service delivery across complex, global and multi-tower accounts with measurable SLA/KPI and customer outcomes.
• Strong experience in major incident, problem, change, risk, transition, service improvement and operational governance.
• Working financial knowledge covering cost control, forecasting inputs, productivity, utilization and margin drivers.
• Broad understanding of cloud, compute, storage, backup, virtualization, operating systems, networks, cybersecurity and ITSM operations.
• ITIL v4 certification is required; relevant cloud, infrastructure, security or service-management certifications are preferred.
• Strong client communication, structured problem solving, data-driven decision making and ability to influence cross-functional global teams.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D. Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees.

NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Experience Level Executive Level