IT INFRA DELIVERY MANAGER

Wipro; Ahmedabad District; On-site; INR 2,400,000 - 3,200,000; Full time

Job summary

Wipro in Ahmedabad seeks an IT InfraService Delivery Manager to lead end-to-end IT service delivery for enterprise clients across towers. You will own service outcomes, manage multi-vendor delivery, and drive continual improvement using ITIL 4 practices while ensuring SLAs/OLAs are met and governance records remain audit-ready.

You will oversee performance reporting, executive reviews, and CSI programs, aligning service delivery with Veloci QMS requirements and customer specifics.

Qualifications

• 12-15 years in IT services with multi-tower and multi-vendor delivery.
• Proven governance of SLAs/OLAs/UCs, penalties, and audit readiness.
• Hands-on ITIL 4 practices and value-stream thinking; ServiceNow ITSM experience.
• Experience in Major Incident, Problem/RCA, Change/CAB, Availability/Capacity, Knowledge, ITAM/CMDB, Service Catalog.
• Advanced analytics & storytelling with Power BI/Excel; strong stakeholder management.
• Excellent communication and customer-facing leadership; experience in managed services contracts.

Responsibilities

• Run & Govern: publish performance insights, lead reviews, ensure contractual compliance.
• Stabilize & Improve: drive readiness, backlog hygiene, and CSI initiatives.
• Transition & Transformation: define interim vs steady-state SLAs, plan cutovers and hypercare.
• Stakeholder Leadership: single point of accountability, escalate effectively, mentor leads/SMEs.

Skills

ITIL 4

Governance

Stakeholder management

Executive communication

Analytics & storytelling

Multi-vendor management

Tools

ServiceNow ITSM

Power BI

Excel

Job description

Job Description: IT InfraService Delivery Manager

Location - Ahmedabad

Reporting To: Delivery Head / Account Delivery Head (ADH)

Role Purpose

Lead end-to-end IT Service Delivery for enterprise customers, owning service outcomes across towers (End User Services, Infrastructure, Applications, Network, Cloud). Ensure predictable delivery against SLAs/OLAs/Underpinning Contracts, drive continual improvement using ITIL® 4 practices, and orchestrate multi-vendor delivery to achieve contractual, financial, and customer experience goals. (Terminology aligned with ITIL 4 key concepts, guiding principles, governance, and continual improvement.)

Key Responsibilities

1. Run & Govern
   • Own service performance—publish MSR/QSR, executive summaries, risks, actions, and trend insights (ServiceNow Performance Analytics / Power BI).
   • Lead Operational/Service/Executive Reviews, aligning delivery towers, vendors, and customer stakeholders.
   • Ensure contractual compliance to SOW/MSA including service credits, waivers, and governance records—audit ready at all times.
2. Stabilize & Improve
   • Drive MIM posture (readiness, drills, on call, comms), backlog hygiene, and automation/shift left to boost CSAT and reduce TCO.
   • Run RCA/CAPA programs; track benefits (repeat incident reduction, MTTR, change failure rate).
   • Lead CSI initiatives across process, tooling, and org—aligned to ITIL 4 guiding principles.
3. Transition & Transformation
   • For new/changed services, define interim vs. steady state SLAs, baselines, staffing, and tooling readiness; execute cutover criteria and hypercare.
   • Align Service Delivery Plan with Wipro QMS (Veloci Q) requirements and customer specifics; maintain evidence of communications and approvals.
4. Stakeholder Leadership
   • Act as single point of accountability for service outcomes; manage escalations through resolution; influence CXO/Director level stakeholders with data driven narratives.
   • Mentor leads/SMEs; build a high performing, ITIL mature delivery culture.

Must Have Skills & Experience

• 12-15 years in IT services with 6-8 years leading enterprise IT service delivery across multi tower and multi vendor environments.
• Proven governance of SLAs/OLAs/UCs, penalty/earnback mechanisms, and audit expectations (ISO/ISMS/SOC).
• Strong command of ITIL 4 practices and value stream thinking; hands on with ServiceNow ITSM (SLA policies, business calendars, PA dashboards, reports).
• Expertise in Major Incident, Problem/RCA, Change/CAB, Availability/Capacity, Knowledge, ITAM/CMDB, Service Catalog.
• Advanced analytics & storytelling (Power BI/Excel), prioritization, and stakeholder management.
• Excellent communication and customer facing leadership; experience in managed services contracts.

Preferred / Good to Have

• ITIL® 4 Strategist: Direct, Plan & Improve (DPI) or Leader: Digital & IT Strategy (DITS)
• PMP® / PRINCE2® Practitioner, PSM I/II (or SAFe Agilist)
• Cloud Associate/Architect (e.g., Microsoft Azure AZ 104 / AZ 305, AWS SysOps/Architect Associate)
• DevOps/SRE Foundation, ISO/IEC 27001 Lead Auditor/Implementer

Mandatory Skills: IT Operations Management .

Experience: >10 YEARS .

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.