IT Service Delivery Manager

Incedo; Gurugram District; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Incedo is seeking an experienced IT Infrastructure & Cloud Delivery lead in Gurugram to own end-to-end IT services. You will oversee L1–L3 support, manage SLAs/KPIs, and mentor a 25+ member team while partnering with stakeholders for IT improvements.

You will drive cloud practice development, align policies with security and risk controls, and advise on IT investments and governance within the IT department.

Qualifications

• Strong understanding of IT infrastructure management across servers, storage, virtualization, networks and security.
• Experience with IT infra monitoring (L1 & L2) and SLA/KPI oversight.
• Proven leadership and ability to manage 25+ team members with clear goals.
• Solid knowledge of ITIL processes and stakeholder management.
• Understanding of cloud concepts and related delivery models.
• Proficiency with ITSM tools such as ServiceNow.

Responsibilities

• Own IT Infrastructure & Cloud service delivery end-to-end.
• Define and monitor SLAs/KPIs for IT Infra & Cloud support (L1-L3).
• Manage business relationships with stakeholders and act as IT advisor.
• Lead cloud practice building and pre-sales activities where applicable.
• Ensure team has clear goals, responsibilities and performance standards.
• Mentor the team and drive continuous improvement and upskilling.

Skills

IT Infrastructure Mgmt

IT Infra Monitoring

Leadership & Team Building

SLA & Stakeholder Mgmt

ITIL Knowledge

Cloud Concepts

ServiceNow / ITSM Tools

People Management (25+)

Tools

ServiceNow

Job description

Roles and Responsibilities :

• Responsible for IT Infrastructure & Cloud Service delivery
• Responsible for SLA’s & KPI’s for IT Infra & Cloud L1, L2 & L3 support
• Responsible for Business/stakeholder relationship management
• Work as an IT advisor to the customer to suggest improvements in IT Infra & Cloud area
• Participate in Cloud Practice Building & pre sales activities
• Ensure team members have clear, measurable goals, responsibilities, and performance standards.
• Provide mentorship and feedback to help the team excel.
• Responsible in terms of best practice sharing, team building exercises, guidance, and mentoring team member
• Responsible for upskilling / cross skilling team members
• projects, processes, and governance to mitigate risk.
• Responsible for getting IT policies and procedures implemented that enable strong security and risk-management capabilities.
• Identifies and implements improvement in ongoing support of the network, server, and communications infrastructure to ensure high performance of the IT department.
• Responsible for Documentation, Left Shift of Operations, Automation & Other optimization / productivity lever
• Helps in implementing business continuity and disaster recovery within the IT department as well as the recommendation and implementation of new investments within the technology infrastructure.
• Own and drive financials of the account

Job Requirements :

• Good understanding in IT Infrastructure Management (Servers, Storage, Virtualization, Network, Firewalls etc)

  Good knowledge & experience in IT infra, L1 & Monitoring

  Strong Leadership/ Team Building/ Decision Making attribute with excellent communication skills.

  SLA & Stakeholder Management

  Good ITIL Process knowledge

  Understanding of Cloud concepts

  Proficient in ITSM tools functionality like Service Now etc.

  Ability to lead 25+ members team