Delivery Manager ITSM Bengaluru
Job requisition ID : 114541
Location: Bengaluru
Entity: Deloitte Touche Tohmatsu India LLP
Technical Infrastructure Service Delivery Manager
Location: Bengaluru
The team
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Your work profile
- Manage end-to-end delivery of IT Infrastructure Managed Services across Server Network Cloud EUC Data Centre and related technology towers.
- Lead and manage L1/L2/L3 technical teams including shift-based and 24x7 operations.
- Own Service Delivery SLA/KPI performance operational governance and continual improvement.
- Lead Major Incident Management (MIM) and coordinate technical teams during P1/P2 incidents.
- Drive Incident Problem Change and Request Management in line with ITIL practices.
- Coordinate with Network Server Cloud Security EUC Application and other technical teams for resolution of complex issues.
- Manage technical escalations ensuring timely restoration of services and effective RCA/PIR.
- Own client communication service reviews operational governance and escalation management.
- Manage third-party vendors and ensure contractual SLA/OLA/KPI compliance.
- Review operational dashboards service metrics backlog availability capacity and performance trends.
- Drive automation shift-left knowledge management and operational efficiency initiatives.
- Establish and maintain SOPs runbooks escalation matrices and operational documentation.
- Identify service risks and improvement opportunities and drive remediation.
- Participate in service transition onboarding of new infrastructure services and transformation initiatives.
- Prepare and present weekly/monthly service reports and executive-level service reviews
Key Skills Required
- 12 years of experience in IT Infrastructure / Managed Services / IT Operations.
- 5 years in a Service Delivery Manager / IT Operations Manager / Infrastructure Manager / Technical Service Delivery Manager role.
- Proven experience managing technical infrastructure teams.
- Strong understanding of:
- Network
- Windows/Linux Servers
- Cloud infrastructure
- EUC/Desktop
- Data Centre
- Monitoring
- Backup/Storage
- IT Security coordination
- Solid Major Incident / Incident / Problem / Change Management experience.
- Experience managing 24x7 operations and multiple technical teams.
- Strong SLA KPI OLA and service governance experience.
- Strong client-facing and stakeholder-management skills.
- Experience managing vendors / multiple service providers.
- ITIL certification preferred.