Service Delivery Manager

SHI Solutions India Pvt. Ltd.; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

SHI Solutions India Pvt. Ltd. in Hyderabad is seeking an experienced Operations Shift Manager for 24x7 support. You will oversee shift teams, assign tasks, and ensure adherence to schedules while meeting targets and coordinating with offshore and onsite stakeholders.

Responsibilities include ITIL-based delivery, incident/escalation handling, and driving continuous improvement across AWS, M365, networking, and database domains.

Qualifications

• Experience in infrastructure delivery/operations across on-premises and cloud environments.
• Ability to lead technical teams and resolve complex infrastructure issues.
• Familiar with ITIL and ITSM frameworks.

Responsibilities

• Supervise and lead the shift team, assign tasks, and train staff.
• Ensure operational targets and KPIs are met.
• Monitor daily activities and adjust workflows.
• Coordinate with offshore and onsite stakeholders.
• Review timesheets and publish performance reports.
• Govern delivery processes and manage risks.
• Escalate and resolve issues promptly.
• Ensure compliance with policies and safety regulations.
• Maintain shift records, logs, and reports.
• Lead cloud and infrastructure delivery across AWS/M365/Networking.

Job description

Work Environment: 24x7 Operations Support

Overview:

Oversee the operations of the business during a specific time or work shift. Manage employees assigned to a particular shift and ensure they are working on their specific tasks. Ensure required manpower is met. Responsible for monitoring sales, balancing finances, maintaining records, and responding to challenges during the shift.

Key Responsibilities:

Operational & Team Management

• Team Supervision and Leadership
• Assigning Tasks and Delegating Duties Effectively
• Providing Guidance, Motivation, and Training
• Ensuring Operational Targets and KPIs Are Met
• Monitoring Daily Activities and Adjusting Workflows as Needed
• Coordinating with Different Departments for Smooth Operations
• Ensuring High Standards of Customer Service Are Maintained
• Handling Escalated Situations
• Addressing MSP Customer Complaints and Resolving Issues in a Timely Manner
• Ensuring Compliance with Company Policies and Regulations
• Monitoring Work Practices to Maintain a Safe and Compliant Environment
• Maintaining Shift Records, Logs, and Reports
• Communicating Shift Performance and Issues to Upper Management and Ensuring Shift Handover Compliance
• Review and Approve Timesheets
• Weekly and Monthly Review Calls, Publishing Reports and Metrics
• Coordination with Offshore and Onsite Stakeholders

Delivery & Operations Excellence

• Governance of Delivery Processes and Standards
• Risk and Issue Identification, Tracking, and Mitigation
• Escalation Management and Resolution
• Performance Management, Career Lattice Planning, and Scorecard Reviews
• Defining and Monitoring KRAs and SLAs
• Application of ITIL & ITSM Frameworks
• Driving Delivery Excellence through Continuous Improvement Initiatives

Technical Delivery Expertise

• Proven experience in Infrastructure Delivery/Operations across On-Premises and Cloud Environments
• Hands-on expertise in at least one core technology area:
• Amazon Web Services (AWS)
• Microsoft 365 (M365)
• Networking
• Database Management
• Ability to lead technical teams and drive resolution of complex infrastructure issues
• Strong understanding of service delivery models, automation, and cloud migration strategies
• Collaboration with architecture and engineering teams to ensure scalable and secure infrastructure solutions