Experience: 17+ to 22+ years of IT Experience which must include 7-10 years of managing Global Customer as Service Delivery Manager for

Multiple accounts

Role Summary: Technical Service Delivery Lead to manage global Infrastructure Managed Services under the CIMS (The Technical Service Delivery Manager (SDM) plays a pivotal role in the CIMS (Customer Infrastructure Managed Services) Delivery Model, ensuring seamless, reliable, and high-quality delivery of IT Infrastructure services to global customers. This role governs multi-tower environments

Data Center, Cloud, End User Computing (EUC), Network, and Security?through a structured CIMS governance framework focused on operational excellence, service predictability, continuous improvement, and strong customer partnership.

Key Responsibilities (Aligned to Cloud and Infra Support Framework):

1. CIMS Service Governance & Delivery Excellence

- Own end-to-end infrastructure service delivery for assigned global accounts under the CIMS operating model.
- Implement and enforce governance cadence
- ?Daily Ops Review, Weekly Service Review, Monthly Service Review (MSR), and Quarterly Executive Business Reviews (EBR).
- Ensure SLAs, OLAs, KPIs, and contractual deliverables are consistently met across all infrastructure towers.
- Drive operational discipline through structured CIMS documentation, dashboards, scorecards, and adherence to MLG/ILG (Management Level Governance) practices.

1. Multi-Tower Infrastructure Management (Global)

- Oversee and govern all aspects of global IT infrastructure services:
- Data Center Services: Server, storage, virtualization, backups, DR, capacity, patching, resiliency.
- Cloud Services (Azure/AWS):



Landing zones, identity, governance, cost management (FinOps), monitoring, security.
- End User Computing (EUC): Endpoint management (Intune/SCCM), patching, device lifecycle, M365 services, VDI.
- Network Services: WAN/LAN, SD-WAN, VPN, firewalls, load balancers, monitoring, DNS/DHCP/IPAM.
- Security Services: Vulnerability management, identity, access, SOC coordination, policy compliance.
- Ensure all towers follow process maturity, runbooks, SLAs, service readiness, and customer communication standards.

1. Customer Relationship & Global Engagement Management

- Act as the trusted advisor for customer leadership and technical teams.
- Manage escalations, expectation management, and proactive communication on service performance and improvement plans.
- Ensuring high CSAT
- Identify and deliver Transformation Initiatives under the CIMS framework?automation, standardization, consolidation, and modernization.

- Build and maintain CSI Plans with measurable KPIs and clear business outcomes.
- Lead cross-tower improvement initiatives and enforce structured delivery using Lean IT and process automation.
- Coordinate multi-tower engineering teams across regions (follow-the-sun model).

- Manage and govern OEMs, MSPs, and third-party vendors ensuring compliance with CIMS KPIs and service standards.

Required Skills & Experience:

- Strong technical understanding across Data Center, Cloud (Azure/AWS), Network, Security, and EUC.
- Hands-on experience running global service operations in a structured managed services model like CIMS/ITIL/MSP.
- Solid communication, executive reporting, stakeholder management, and escalation handling.

📌 Service Delivery Manager (Greater Noida)
🏢 Coforge
📍 Greater Noida