Global Partner Service Delivery Manager – IT Infrastructure Services

Location: Pune, India
Salary: ?38,00,000 – ?45,00,000 per annum + benefits
Environment: Global IT Infrastructure Managed Services

Run Global IT Service Delivery Through a 500+ Partner Engineering Network

ESP Global Services is looking for an experienced IT infrastructure service delivery professional to take hands-on operational ownership of our international partner-delivered service model.

We provide IT infrastructure support across international customer environments, combining Service Desk, remote support, EUC and Digital Workplace services, dedicated onsite engineering, field services, IMACD, lifecycle and logistics.

Alongside our directly employed teams, we operate a flexible international network of service partners and 500+ partner-delivered IT professionals.

Your responsibility is straightforward but operationally complex: make sure the right technical resource is available, in the right location, with the right capability, to deliver the contracted customer service at the required time, quality and commercial performance.

This is a senior operational management role combining day-to-day service performance with responsibility for improving and scaling how partner-delivered IT services operate globally.

Importantly, this is not a Procurement, Strategic Sourcing or conventional Supply Chain role. We need someone who understands the operational delivery of IT managed services through third-party technical resources and takes accountability for what happens after the partner agreement has been established.

The Service Delivery Model You'll Manage

Our partner network supports customers through several different operating models:

- Dedicated EUC / onsite teams with partner backfill – maintaining service continuity when directly employed engineers require planned or temporary cover.
- Dispatch / on-demand field services – providing onsite technical intervention where ticket volumes do not justify permanent onsite headcount.
- Committed site coverage – providing engineers against contracted support hours or defined service windows.
- Dedicated partner-provided resources – longer-term technical resources supporting customer locations where local delivery is provided through a service partner.

You'll bring these different models together within a consistent global operating framework, balancing customer service, technical capability, resource availability, SLA performance, utilisation, cost and commercial return.

What You'll Be Responsible For

You'll take operational ownership of the performance of third-party IT engineers and technical service partners across multiple countries.

Your responsibilities will include:

- Managing partner-delivered service performance against SLAs, KPIs, coverage commitments, attendance, technical capability, ticket quality and customer outcomes.
- Managing workforce capacity, availability, utilisation and geographic coverage across multiple countries and resource models.
- Monitoring dispatch acceptance, response, onsite attendance, resolution and contracted site-coverage commitments.
- Identifying coverage or service risks early and taking action before they affect the customer.




- Leading complex operational escalations and service recovery when performance falls below expectation.
- Running structured partner performance reviews and QBRs, establishing corrective action plans and ensuring improvements are sustained.
- Using ITSM and operational data to build meaningful performance scorecards, identify trends and challenge underperformance.
- Driving disciplined use of ticketing, dispatch, resource management, time-and-attendance and service-reporting systems.
- Managing the commercial performance of partner-delivered services, including budgeting, forecasting, operational cost, billing validation and reconciliation.
- Understanding how resource cost, partner rates, utilisation, customer billing, service credits and margin interact within the service model.
- Working closely with Customer Success, Infrastructure & Field Operations, Service Desk/ITSM, Procurement, Finance, Sales and HR/Resourcing.
- Driving greater consistency, automation and use of technology and AI across partner operations and workforce planning.

The Experience We're Looking For

You are likely to have 10–15+ years' experience within environments such as:

IT Managed Services | IT Infrastructure Services | Digital Workplace / EUC | Global Field Services | IT Outsourcing | Onsite Technology Support | Multi-country IT Service Delivery

Your experience does not need to come from aviation.

What matters is that you have genuinely managed the delivery of IT services through distributed technical resources and service partners, rather than primarily managing suppliers from a procurement or commercial-contract perspective.

Essential Experience

You will need to demonstrate significant experience of:

- Leading a large, geographically distributed IT engineering or technical-support workforce, incorporating third-party or partner-provided resources.
- Taking direct accountability for the IT service delivered through partner resources.
- Managing technical resources across models such as dedicated, augmented/backfill, dispatch/on-demand and committed site coverage.
- Managing operational delivery against contractual SLAs, KPIs, coverage commitments and customer outcomes.
- Working with EUC, Digital Workplace, onsite IT support, field services or infrastructure managed-service operating models.
- Operating within an ITSM-driven service environment and using service data to manage operational performance.
- Leading operational escalations, service recovery, partner QBRs, performance-improvement plans and corrective actions.
- Managing workforce capacity, resource availability, utilisation and geographic coverage.
- Building operational scorecards, governance frameworks and performance disciplines across multiple partners, countries or regions.
- Understanding the commercial mechanics of partner-delivered IT services, including resource cost, rates,



billing, utilisation, service credits, margin and P&L;.
- Influencing senior stakeholders and operating effectively within a complex multinational environment.

ServiceNow or comparable enterprise ITSM platform experience is highly advantageous.

The Profile We're Looking For

This is a hands-on global service delivery management role with significant operational and commercial accountability.

You'll need to be comfortable moving between the detail and the bigger picture.

One moment you may be reviewing ITSM data, investigating a missed dispatch SLA or resolving a resource coverage issue; the next you may be leading a partner QBR, challenging commercial performance or working across internal teams to improve how a service operates internationally.

We therefore need someone who can run the operation, not simply report on it.

As ESP continues to scale, you'll also have the opportunity to develop the capability with us – strengthening operational disciplines, improving partner performance and using data, automation, technology and AI to make the global service model more productive and scalable.

You'll bring operational depth, commercial awareness and a continuous-improvement mindset – identifying what needs to change and then taking ownership for making that change happen.

Is This the Right Background for You?

This opportunity should particularly resonate if you've built your career running IT services through distributed technical workforces, field engineering networks and service partners.

Experience supporting highly distributed customer environments across sectors such as IT services, aviation, transportation, retail, banking, hospitality or manufacturing can transfer particularly well.

This role is less likely to suit someone whose career has centred primarily on:

Procurement | Strategic Sourcing | Category Management | RFx/Tendering | Vendor Selection | Conventional Supply Chain | Staffing Agency Management

Commercial partner management is part of the job, but it isn't its primary purpose.

We're interested in what happens after the commercial agreement is signed:

Can we cover the customer? Is the right engineer available? Can we fulfil the dispatch within SLA? Are contracted coverage hours being delivered? Are engineers attending and performing? Are tickets being managed correctly? Is the customer receiving a consistent service? And are we delivering it at the right commercial performance?

If that's the type of operation you've successfully managed, we'd like to hear from you.

Why ESP Global Services?

This is an chance to take operational ownership of a strategically important part of ESP's global service-delivery capability.

You'll have the scope to influence how a 500+ international partner engineering network is managed, measured and developed while directly affecting customer experience, engineer experience, operational resilience and commercial performance.

Salary: ?38–45 Lakhs per annum + benefits, dependent on experience.

If you have led complex, partner-delivered IT operations internationally and understand how to turn technical workforce capability into consistent customer service, we'd like to hear from you.

📌 Global Partner Service Delivery Manager – IT Infrastructure Services (Pune)
🏢 ESP Global Services
📍 Pune