Job Title: Service Delivery Manager – Wintel / Infrastructure

Role Overview

Looking for an experienced
Service Delivery Manager
with a strong
Wintel/Infrastructure
background to lead infrastructure support teams, manage enterprise customers, and drive SLA/KPI performance. The ideal candidate should have strong experience in Windows infrastructure, team leadership, customer management, service delivery, and ITIL-based operations.

Key Responsibilities
- Lead Wintel/Windows Infrastructure service delivery and operations.
- Manage and mentor infrastructure support teams across L1/L2/L3.
- Own SLA, KPI, CSAT, and overall operational performance.
- Drive Incident, Problem, Change, and Escalation Management as per ITIL.
- Manage customer relationships, escalations, and service reviews.
- Conduct and lead QBRs and monthly/weekly service reviews with customers.
- Prepare and present MIS, KPI, SLA, and performance reports to customers and management.
- Coordinate with internal teams, vendors, and stakeholders to ensure smooth service delivery.




- Drive continuous improvement, automation, and operational efficiency.
- Ensure compliance, governance, and process adherence.

Mandatory Requirements
- 12+ years of experience in IT Infrastructure/Wintel.
- Strong hands-on experience with
Windows Server, VMware, and enterprise infrastructure
.
- Prior experience in
Team Leadership / Service Delivery Management
.
- Experience managing large infrastructure teams.
- Robust experience in
SLA/KPI ownership and customer-facing roles
.
- Experience handling customer escalations and conducting service reviews/QBRs.
- Strong communication and stakeholder management skills.
- ITIL/Service Management experience preferred.
- Immediate to 30 days joiners preferred.

Good to Have
- Azure / Cloud
- PowerShell
- Nutanix
- ITSM
- Automation
- Vendor Management
- Global/US/European Client Exposure

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