Job description:

Job Description Job Description: IT Infra Service Delivery Manager
Location- Ahmedabad
Reporting To: Delivery Head / Account Delivery Head (ADH)
Role Purpose
Lead end-to-end IT Service Delivery for enterprise customers, owning service outcomes across towers (End User Services, Infrastructure, Applications, Network, Cloud). Ensure predictable delivery against SLAs/OLAs/Underpinning Contracts, drive continual improvement using ITIL® 4 practices, and orchestrate multi-vendor delivery to achieve contractual, financial, and customer experience goals. (Terminology aligned with ITIL 4 key concepts, guiding principles, governance, and continual improvement.)
Key Responsibilities
1) Run & Govern
• Own service performance—publish MSR/QSR, executive summaries, risks, actions, and trend insights (ServiceNow Performance Analytics / Power BI).
• Lead Operational/Service/Executive Reviews, aligning delivery towers, vendors, and customer stakeholders.
• Ensure contractual compliance to SOW/MSA including service credits, waivers, and governance records—audit ready at all times.
2)



Stabilize & Improve
• Drive MIM posture (readiness, drills, on call, comms), backlog hygiene, and automation/shift left to boost CSAT and reduce TCO.
• Run RCA/CAPA programs; track benefits (repeat incident reduction, MTTR, change failure rate).
• Lead CSI initiatives across process, tooling, and org—aligned to ITIL 4 guiding principles.
3) Transition & Transformation
• For current/changed services, define interim vs. steady state SLAs, baselines, staffing, and tooling readiness; execute cutover criteria and hypercare.
• Align Service Delivery Plan with Wipro QMS (Veloci Q) requirements and customer specifics; maintain evidence of communications and approvals.
4) Stakeholder Leadership
• Act as single point of accountability for service outcomes; manage escalations through resolution; influence CXO/Director level stakeholders with data driven narratives.
• Mentor leads/SMEs; build a high perf

📌 IT INFRA DELIVERY MANAGER (Ahmedabad)
🏢 Wipro
📍 Ahmedabad