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Job Title: Service Delivery Manager – Wintel / Infrastructure

Location: Bangalore

Experience: 12+ Years

CTC: Up to ₹30 LPA

Notice Period: Immediate to 30 Days

Work Mode: Hybrid

Role Overview

We are 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.
- Solid hands-on experience with Windows Server, VMware, and enterprise infrastructure.
- Prior experience in Team Leadership / Service Delivery Management.
- Experience managing large infrastructure teams.
- Strong 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

Designation

Service Delivery Manager

Key Skills

AzureChange ManagementCloud ComputingContinuous ImprovementCustomer Relationship ManagementCustomer Service ManagementEnterprise Infrastructure ManagementEscalation ManagementIncident ManagementInfrastructure ManagementIT Infrastructure ManagementIT Service Management (ITSM)ITILKPI ManagementPerformance ManagementPowershell ScriptingService Delivery ManagementService Delivery OptimizationService OperationsSLA Management

Industry

IT Services and consulting

Functional Area

IT Sales & Marketing

Employment Type

Full Time

Education

Graduation/Diploma

Job Type

Work From Office

📌 Service Delivery Manager (Bengaluru)
🏢 Genetic Callnet Consultancy
📍 Bengaluru