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

Enterprise technology has to do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about ET&P;

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
- Strong Major Incident / Incident / Problem / Change Management experience.
- Experience managing 24x7 operations and multiple technical teams.
- Strong SLA, KPI, OLA and service governance experience.
- Solid client-facing and stakeholder-management skills.
- Experience managing vendors / multiple service providers.
- ITIL certification preferred.

📌 Delivery Manager | ITSM | Bengaluru
🏢 Deloitte
📍 Bengaluru