Wipro Limited (NYSE: WIT BSE: 507685 NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting design engineering and operations we help clients realize their boldest ambitions and build future-ready sustainable businesses. With over 230000 employees and business partners across 65 countries we deliver on the promise of helping our customers colleagues and communities thrive in an ever-changing world. For additional information visit us at .

Job Description

Job Description: IT InfraService 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 performancepublish 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 recordsaudit 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 orgaligned to ITIL 4 guiding principles.
3) Transition & Transformation
For new/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 performing ITIL mature delivery culture.
Must Have Skills & Experience
1215 years in IT services with 68 years leading enterprise IT service delivery across multi tower and multi vendor environments.




Proven governance of SLAs/OLAs/UCs penalty/earnback mechanisms and audit expectations (ISO/ISMS/SOC).
Robust command of ITIL 4 practices and value stream thinking; hands on with ServiceNow ITSM (SLA policies business calendars PA dashboards reports).
Expertise in Major Incident Problem/RCA Change/CAB Availability/Capacity Knowledge ITAM/CMDB Service Catalog.
Advanced analytics & storytelling (Power BI/Excel) prioritization and stakeholder management.
Excellent communication and customer facing leadership; experience in managed services contracts.
Preferred / Good to Have:
ITIL 4 Strategist: Direct Plan & Improve (DPI) or Leader: Digital & IT Strategy (DITS)
PMP / PRINCE2 Practitioner PSM I/II (or SAFe Agilist)
Cloud Associate/Architect (e.g. Microsoft Azure AZ 104 / AZ 305 AWS SysOps/Architect Associate)
DevOps/SRE Foundation ISO/IEC 27001 Lead Auditor/Implementer

Mandatory Skills: IT Operations Management.

Experience: >10 YEARS.

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them we need people inspired by reinvention. Of yourself your career and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

Required Experience:

Manager

📌 IT Infra Delivery Manager (Ahmedabad)
🏢 Wipro
📍 Ahmedabad