About Us We are the technology backbone of leading Life Sciences, Healthcare and Biotech organizations around the world. As the offshore technology delivery center for PTP.Cloud, we bring over two decades of expertise in designing, securing and operating complex cloud and infrastructure environments. Our teams work across

Cybersecurity, Infrastructure, Networking, DevOps, FinOps, SecOps and UserOps, supporting customers where reliability, security and compliance are business critical.

The work you do here goes beyond keeping systems running. From enabling scientific research to supporting drug discovery and healthcare innovation, you'll help build and operate technology that has the potential to improve and save lives. At Stratogent, you'll solve real customer challenges, work alongside highly skilled professionals and build deep technical expertise.

We believe in accelerated growth through ownership, giving people meaningful responsibility and opportunities to learn from day one. Your ideas are heard, your contributions are visible, and your impact is recognized. We invest in continuous learning, collaboration and career growth while fostering a culture where you can bring your authentic self to work.

Be Seen. Be Heard. Be You.

Role Overview

As a Service Delivery Manager (SDM), you will lead the end-to-end delivery of IT infrastructure and managed services, ensuring exceptional customer experience, operational excellence, and continuous service improvement.

You will manage and mentor a team of IT specialists, drive SLA and KPI adherence, lead customer governance through Quarterly Business Reviews (QBRs), and collaborate with cross-functional teams to resolve complex operational challenges. This role requires a solid technical foundation, leadership capabilities,



and the ability to translate technical performance into business value for global customers.

Key Responsibilities

Customer Engagement and QBR Ownership

Lead Quarterly Business Reviews (QBRs) with customers, demonstrating understanding of business impact and technical delivery.

Act as the primary point of contact for escalations and strategic discussions.

Service Quality andGovernance

Ensure ticket quality, RCA depth, and WSR accuracy across the team.

Monitor SLA/KPI adherence and drive corrective actions proactively.

Team Leadership and Development

Mentor and guide SDAs and L2s to improve delivery standards.

Identify skill gaps and work with HR and the internal team to upskill the team.

Process Improvement and Reporting

Own and improve delivery processes, including incident management, change management, and problem management.

Provide meaningful insights in reports that link technical performance to business outcomes.

Collaboration andStakeholder Management

Work closely with internal stakeholders to align delivery with customer expectations.

Collaborate with cross-functional teams to resolve systemic issues.

Skills and Competencies

Must-Have

Prior Experience in Windows Administration and Cloud infrastructure

MSP/Managed Services/IT Services background

Must have prior experience of onsite-offshore delivery model and should have directly worked with

US/European customers and colleagues.

Experience in leading technical teams and driving performance

Strong project management and customer-facing experience

Must have ITIL process knowledge

Good to Have

MSP/Managed Services/IT Services background

Exposure to Hybrid Cloud Environments

Experience in service transition or infrastructure migration projects

Certifications: ITIL, PMP or other Project Management.

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