Service Delivery Manager (Managed Services)

Infrassist Technologies; Ahmedabad District; Presencial; INR 2.000.000 - 4.200.000; Jornada completa

Descripción de la vacante

Infrassist Technologies is seeking a Service Delivery Manager to lead Managed Support Services, NOC operations, and L3 Shared Services for direct customers and MSP partners. You will oversee after-hours coverage and ensure SLA adherence across global time zones.

The role focuses on service governance, customer engagement, and delivery of IT infrastructure and cloud projects without hands-on engineering responsibilities.

Formación

• Experience in IT service delivery, managed services, technical support, or professional services.

Responsabilidades

• Lead end-to-end delivery of Managed Support Services, NOC operations, and technical support for direct end customers, including incident management and service quality.
• Own after-hours, weekend, and extended-hours support for MSP partners across international time zones with proper coverage and SLA adherence.
• Lead L3 Shared Services and technical escalation management, including major incident coordination and continual service improvement.
• Deliver IT infrastructure, Microsoft 365, Azure, networking, security, Modern Workplace, and SharePoint projects with defined scope and quality.
• Monitor SLAs, KPIs, backlogs, project timelines, and resource utilization; manage customer relationships and stakeholder communications.

Descripción del empleo

Role Overview

We are seeking a customer-focused Service Delivery Manager to lead end-to-end delivery of Managed Support Services, NOC Operations, L3 Shared Services, and Project Services. The role covers managed NOC and technical support services for direct end customers, as well as agreed after-hours, weekend, and extended-hours support for global Managed Service Provider (MSP) partners. The SDM is accountable for SLA compliance, service quality, customer and partner satisfaction, operational governance, and successful delivery of IT infrastructure and cloud projects. This is a service leadership and delivery management position rather than a hands-on engineering role.

Key Responsibilities

• Lead end-to-end delivery of Managed Support Services, NOC operations, and technical support for direct end customers, including incident management, service requests, escalations, and service quality.
• Own and manage agreed after-hours, weekend, and extended-hours support for MSP partners across international time zones, ensuring appropriate coverage, escalation paths, and SLA adherence.
• Lead L3 Shared Services and technical escalation management, including major incident coordination, root-cause analysis, problem management, and continual service improvement.
• Lead delivery of IT infrastructure, Microsoft 365, Azure, networking, security, Modern Workplace, and SharePoint projects, ensuring delivery against agreed scope, timelines, and quality expectations.
• Monitor SLAs, KPIs, ticket backlogs, service quality, project timelines, and resource utilization.
• Manage customer relationships, service reviews, escalations, and stakeholder communications.
• Lead and coordinate L1/L2 support teams, NOC teams, L3 engineers, project coordinators, and technical specialists to deliver consistent support and project outcomes.
• Ensure effective project planning, risk management, documentation, service transition, and operational handover.
• Collaborate with Pre-Sales on scope validation, resource estimates, Statements of Work (SOWs), and managed services onboarding.
• Drive process improvements, operational efficiency, customer satisfaction, and delivery governance.

Required Skills & Experience

• Experience in IT service delivery, managed services, technical support, or professional services, with a focus on coordinating teams and customer-facing operations.
• Experience coordinating technical support teams and IT infrastructure/cloud projects.
• Understanding of SLA management, incident/problem/change management, NOC operations, and escalation processes.
• Experience supporting MSPs and international customers is highly preferred.
• Strong team coordination, communication, stakeholder management, and problem-solving skills.

Technical Knowledge

• Microsoft 365: Exchange Online, Teams, SharePoint, and OneDrive.
• Azure: IaaS, cloud networking, backup, and disaster recovery.
• Identity & Security: Microsoft Entra ID, Intune, and Microsoft Defender.
• Infrastructure: Active Directory, virtualization, servers, and networking fundamentals.
• ITSM/NOC: Monitoring, alerting, ticketing, incident management, and SLA reporting.
• Familiarity with Odoo, PSA/ITSM platforms, Jira, Microsoft Project, or similar tools.

Preferred Qualifications

• ITIL Foundation certification preferred.
• PMP or PRINCE2 certification is an advantage.
• Experience managing after-hours/weekend support and distributed technical teams.

Key Performance Indicators (KPIs)

• SLA compliance and incident resolution performance.
• Customer and MSP partner satisfaction.
• Service quality and reduction in recurring incidents.
• Effectiveness of after-hours/weekend coverage.
• Project delivery within agreed timelines and scope.
• Resource utilization, documentation quality, and operational improvements.

Ideal Candidate

A proactive Service Delivery Manager who leads Managed Support and NOC/technical support for direct end customers, provides reliable after-hours and weekend coverage for global MSP partners, and owns L3 Shared Services and Project Services delivery through strong operational governance, customer engagement, and continuous improvement.