Technical Service Delivery Manager

Job Description

Location-Pune
PFB JD for Technical Service Delivery Manager role

Roles & Responsibilities:

• Oversee day-to-day operations of Datacentre support teams, including Wintel, Linux, Backup, and Storage tracks.
• Closely work with Team Leads and Senior SMEs for validating Cloud and Infrastructure Support.
• Drive solution validation with the help of Tower Leads across Cloud and Infrastructure services such as AD, Datacentre, Cloud, Wintel, Tools, Security etc.
• Identify key learnings from past executions and propose required mitigations in the new bids.
• Ensure compliance with SLAs and KPIs, maintaining 100% adherence to service quality standards.
• Conduct regular service reviews, including Monthly Service Reviews (MSR).
• Track operational metrics, risk indicators, and compliance data for informed decision-making.
• Identify operational and contractual risks during bid stages and propose mitigation options.
• Collaborate with multiple stakeholders to mitigate identified risks and effectively manage the discussions.
• Collaborate with Finance, Legal, Quality, HR and other functions as and when needed to resolve risks.
• End to end ownership of risk register management – logging risks, tracking, follow-up, escalation as per escalation matrix and closure.

Skills Required:

• 8–10 years of experience in IT service delivery, preferably in core application support management.

• Should have 15+ years of IT experience.

• Must have 8+ years of experience in CIS Cloud and Infrastructure with AI exposure

• Good insight into Datacentre tracks and technology such as Windows Server, Hyper-V HCI, Storage, VMware, AD, Unix, Azure Cloud, Wintel, Tools, Security etc.

• Good knowledge of Datacentre Hardware & Software sizing and effort sizing

• Good Communication skills, able to articulate key messages very clearly.

• Strong analytical and problem-solving skills.

• Strong in Risk management using excel spreadsheets.

• Good understanding of SLA/KPI framework and finance.