Service Delivery Manager – Infrastructure Services

Job Summary:

We are seeking a highly skilled Onsite Service Delivery Manager to oversee the delivery of Infrastructure Services at our client location. The role involves managing IT service operations, ensuring SLA compliance, handling escalations, and driving continuous service improvements. The ideal candidate will have strong experience in IT service management, infrastructure operations, and stakeholder engagement.

Key Responsibilities:

1. Service Delivery & Operations Management

• Oversee IT infrastructure services (network, servers, storage, cloud, end-user support, etc.).
• Ensure IT services meet agreed SLAs and KPIs.
• Lead incident, problem, and change management activities.
• Drive continuous improvement initiatives for service optimization.
• Conduct regular service performance reviews and reporting.

2. Stakeholder & Customer Management

• Act as the primary point of contact for service-related escalations.
• Engage with business leaders, IT teams, and external vendors to ensure seamless service delivery.
• Manage client expectations and service communications effectively.
• Conduct monthly/quarterly business reviews with key stakeholders.

3. Incident & Problem Management

• Lead and coordinate responses to high-priority incidents.
• Perform root cause analysis (RCA) for recurring issues and ensure corrective actions.
• Implement proactive monitoring and preventive maintenance strategies.

4. Team & Vendor Management

• Manage and lead onsite IT support teams (helpdesk, desktop support, network engineers, etc.).
• Oversee and coordinate with third-party vendors and service providers.
• Ensure all team members comply with IT security and compliance policies.
• Conduct performance reviews and training programs for team members.

5. Infrastructure & Project Management

• Support infrastructure projects like upgrades, migrations, and deployments.
• Work closely with project teams to ensure seamless service transitions.
• Assist in planning IT capacity, budget, and resource allocation.

Required Skills & Qualifications:

Technical Skills:

• Strong knowledge of IT infrastructure services, including:
• Networking (LAN/WAN, VPN, SD-WAN, Firewalls, Wi-Fi, etc.)
• Servers & Storage (Windows/Linux, virtualization, cloud computing – AWS/Azure/GCP)
• End-user computing (Laptops, Desktops, IT asset management, MDM, etc.)
• Expertise in IT Service Management (ITSM) and ITIL best practices.
• Experience in incident, problem, and change management processes.
• Strong understanding of cybersecurity policies and compliance frameworks.

Soft Skills:

• Excellent communication and stakeholder management skills.
• Strong problem-solving and decision-making abilities.
• Ability to work under pressure and handle critical escalations.
• Leadership experience in managing onsite IT teams and vendors.
• Strong analytical skills for reporting and performance analysis.

Education & Experience:

• Bachelor’s degree in IT, Computer Science, or a related field.
• 8 years of experience in IT infrastructure service management.
• 3 years in a leadership or managerial role.
• ITIL Foundation Certification (preferred).
• Certifications in Microsoft, Cisco, AWS, or similar technologies (a plus).

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year