Job description:

Role definition

We are looking for Service Delivery Manager – IT infrastructure who has knowledge and skills in managing IT infrastructure for one of the transport and logistics client.
The Service Delivery Manager will be responsible for managing an existing team of SMEs. In this role you will be responsible for delivering end-to-end solutions and ensuring that client’s infrastructure is reliable and robust. Key responsibilities will include collaborating with the wider infrastructure, leading a small team of SMEs, recognizing opportunities for improvements and driving innovation, driving business growth and keeping up to date on industry developments.
Expected qualification and critical experiences –

• To define and implement clear service level agreements (SLAs) for support operations.
• Identify opportunities to enhance project profitability and margins through efficient resource allocation and cost-effective strategies.
• Identify new business growth opportunities by working with customers and sales teams
• To develop and execute comprehensive project plans, define success criteria, implement effective risk management and mitigation strategies.
• To act as a primary point of contact for key stakeholders, including customers, and collaborate with cross-functional teams (COE, Pre-Sales & Sales) to drive integrated and successful project outcomes.
• To guide and coach a team of support specialists, empowering them through training and managing their performance
• Collaborate with COE and develop comprehensive cloud migration, Cybersecurity and DC modernization strategies
• Implementation of Safe Agile best practices
• Proactively recommend and drive improvements to both internal services and client environments, leveraging insights from service reviews and data.
• Contribute to client ICT strategy and development roadmaps by understanding business needs and aligning services accordingly.
• Identify opportunities for service enhancement, cost optimisation, and potential upselling of additional services.
• Responsible for owning the contract renewal of conversations in collaboration with Account Management
• Lead and support internal service delivery initiatives, driving operational efficiency and positive change within the Service Delivery function
• Experience in supporting customer IT environment hosted on public cloud (AWS/Azure/GCP)
• Experience in FinOps to drive cloud cost optimization for customer environment

• Able to demonstrate basic value management by governing customer requirements to balance satisfied business needs and personal time available on a project as agreed in the statement of works.
• Recommended Industry Certification: PMP, ITIL and Safe Agile
• Recommended Public Cloud Certification: AWS/AZURE/GCP
• Good Communication skills
• Relevant IT infrastructure management experience for transport and logistics customers

• A supportive, diverse, and global team with a brilliant culture.
• Competitive compensation and benefits that includes up to 20 days’ vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
• Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.
• Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few.
• To know more about us visit – www.hcltech.com