Service Delivery Manager

Job Summary: The Service Delivery Manager Infrastructure is accountable for the efficient and effective delivery of infrastructure services focused on Windows Server (Wintel) and VMware platforms. This role ensures system availability, performance, and resilience while offering strategic and technical leadership. The manager will oversee both internal operations and external service providers to uphold high-quality service delivery, support incident and problem management, and drive continuous improvement initiatives. Key Responsibilities: Lead the delivery of infrastructure services for Windows Server and VMware environments. Ensure uptime, performance, security, and scalability of server infrastructure. Manage day-to-day operations and SLAs across internal teams and external vendors. Coordinate with application, network, and security teams for seamless IT service delivery. Act as an escalation point for high-impact infrastructure issues. Oversee incident, problem, and change management processes. Ensure compliance with IT policies, standards, and regulatory requirements. Develop and maintain documentation for infrastructure services and processes. Track KPIs and service metrics; generate regular service delivery reports. Contribute to budget planning, capacity management, and vendor evaluation. Lead or support migration and upgrade projects, including cloud integrations (Azure/AWS). Qualifications & Skills: Bachelor s degree in Computer Science, Information Technology, or related field. Minimum 15 years of overall IT experience, with a focus on Wintel and VMware platforms. At least 3 years in a service delivery or infrastructure operations management role. Hands-on experience with: Windows Server 2016/2019/2022 VMware vSphere, ESXi, vCenter Active Directory, DNS, DHCP System Center Suite (SCCM, SCOM) Familiarity with backup, disaster recovery, patching, and automation tools. Experience with cloud platforms (Azure and/or AWS) is an added advantage. Proven team leadership and stakeholder management experience. Strong problem-solving, decision-making, and communication skills. Ability to handle multiple priorities in a fast-paced environment. ITIL certification is a plus.