Job Title: Service Delivery Manager – Wintel / Infrastructure

Role Overview

Looking for an experienced
Service Delivery Manager
with a robust
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.
Robust 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.
Robust communication and stakeholder management skills.
ITIL/Service Management experience preferred.
Immediate to 30 days joiners preferred.

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

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