Service Delivery Manager ( IT Infrastructure)

Musoft Consulting; Chennai District; On-site; INR 2,000,000 - 3,200,000; Full time

Job summary

Musoft Consulting in Chennai, India, seeks a Service Delivery Manager to lead end-to-end IT infrastructure services, owning quality, availability, and performance for core domains, automation, ServiceNow managed services, and end-user computing.

You will drive projects from initiation through closure, manage incidents and changes per ITIL, coordinate cross-functional teams, govern vendors and budgets, and communicate with executives while building a high-performing onsite team.

Qualifications

• Bachelor’s degree or equivalent in CS/IT/Engineering or related field.
• 10+ years of progressive IT experience, including 5+ years in service delivery or infrastructure operations.
• Proven experience delivering complex infrastructure projects (migrations, upgrades, cloud, DR).
• Strong knowledge of ITIL processes and ITSM platforms (ServiceNow).
• Hands-on familiarity with at least one major cloud platform (AWS/Azure/GCP).

Responsibilities

• Own end-to-end service delivery for IT infrastructure; ensure SLAs and KPIs are met.
• Manage day-to-day operations across cloud and end-user computing environments.
• Lead incident, problem, change, and release management per ITIL.
• Monitor service health and drive service improvement plans.
• Produce and present performance reports for leadership.

Skills

IT infrastructure operations

Project management

Vendor governance

Executive communication

Education

Bachelor’s degree in Computer Science, IT, Engineering or related field

Tools

ServiceNow

AWS

Azure

GCP

End-user computing

Job description

We are seeking an experienced Service Delivery Manager to lead end-to-end delivery of IT Infrastructure services across the enterprise. In this role, you will own service quality, availability, and performance for core infrastructure domains Automation, ServiceNow managed services and end-user services — while driving projects initiation through closure. The ideal candidate combines deep IT infrastructure operations expertise with strong project management discipline, vendor governance, and executive-level communication skills.

Key Responsibilities

Service Delivery & Operations

• Own end-to-end service delivery for IT infrastructure services, ensuring SLAs, OLAs, and KPIs are consistently met or exceeded.
• Manage day-to-day operations across cloud (M365/Azure/ServiceNow) and end-user computing environments.
• Lead incident, problem, change, and release management processes in line with ITIL best practices; act as escalation point for major incidents (P1/P2) and drive root-cause analysis.
• Monitor service health, capacity, and availability; proactively identify risks and implement service improvement plans (CSI).
• Produce and present service performance reports, dashboards, and operational reviews for leadership and business stakeholders.

Project & Program Management

• Plan and deliver infrastructure projects — migrations, upgrades, cloud adoption, office build-outs, DR/BCP initiatives — on time, within scope and budget.
• Develop project plans, resource forecasts, budgets, and status reporting; manage dependencies across teams.
• Apply Agile, Waterfall, or hybrid delivery methodologies as appropriate to each initiative.
• Coordinate cross-functional teams, including engineering, security, applications, and business units, to ensure successful delivery.

Vendor, Financial & People Management

• Manage third-party vendors and managed service providers: contracts, SOWs, performance reviews, and SLA compliance.
• Own budgeting and cost optimization for infrastructure services; track actuals against forecast and identify savings opportunities.
• Lead, mentor, and develop a team of infrastructure engineers and analysts; build a culture of accountability and continuous improvement.
• Partner with information security to ensure infrastructure services meet compliance, audit, and risk requirements.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent experience).
• 10+ years of progressive IT experience, including 5+ years in service delivery, infrastructure operations, or IT management roles.
• Proven project management experience delivering complex infrastructure projects (migrations, upgrades, cloud, DR).
• Strong working knowledge of ITIL processes (incident, problem, change, service level management); ITIL Foundation certification preferred.
• Hands-on familiarity with ServiceNow, End user computing operations and at least one major cloud platform (AWS, Azure, or GCP).
• Experience with ITSM platforms such as ServiceNow, including reporting and workflow management.
• Demonstrated vendor and budget management experience.
• Excellent communication, stakeholder management, and executive reporting skills.

Preferred Qualifications

• PMP, PRINCE2, or equivalent project management certification.
• ServiceNow Certifications, OKTA certifications
• ITIL v4 Intermediate/Managing Professional certification.
• Endpoint management platforms (e.g., SCCM, Intune).
• Experience leading distributed or global support teams and 24x7 operations.
• Exposure to automation and process improvement (scripting, workflow automation, AI-enabled operations).

What Success Looks Like

• First 90 days: full ownership of service operations, established stakeholder cadence, and a baseline of SLA performance.
• 6 months: measurable improvement in incident resolution times and service availability; key infrastructure projects on track.
• 12 months: matured service delivery framework, optimized vendor spend, and a high-performing, well-developed team.

Work Environment

This is a full-time, onsite position. Occasional after-hours or on-call availability may be required to support major incidents, maintenance windows, and project cutovers.