Role: Infra Delivery Lead / Manager
Experience: 12+ Years
Location: Pune
Job Summary: The Managed Service Infrastructure Delivery Manager is responsible for leading the end‑to‑end delivery of infrastructure services within a managed services model. This role ensures stable, secure, and high‑performing EUC, datacenter and cloud infrastructure operations across Service Desk, End User Computing, Compute, network, backup/DR, and security towers.
Key Responsibilities
- Service Delivery & Operations Management
- Oversee daily operations across EUC (SD, Deskside Support, Desktop Engineering, Messaging and Collaboration); infrastructure towers (Compute, Network, Storage, Backup/DR, Security, Datacenter Facilities).
- Ensure adherence to SLAs, OLAs, KPIs, and contractual commitments.
- Lead incident, problem, and change management processes with a focus on stability and continuous improvement.
- Coordinate with L1/L2/L3 Operations engineering teams to ensure timely resolution of operational issues.
- Maintain operational runbooks, SOPs, and knowledge bases.
- Governance & Stakeholder Management
- Serve as the primary point of contact for customer IT leadership and business stakeholders.
- Conduct weekly/monthly service reviews, performance reporting, and governance meetings.
- Manage escalations and ensure transparent communication during major incidents.
- Align service delivery with customer business goals and transformation initiatives.
- MSP Vendor & Team Leadership
- Lead MSP delivery teams, including NOC, infrastructure engineers, and service leads.
- Manage vendor relationships, OEM support coordination, and contract compliance.
- Drive workforce planning, skill development, and performance management.
- Infrastructure Delivery & Continuous Improvement
- Oversee delivery of infrastructure upgrades, patching cycles, lifecycle management, and capacity planning.
- Ensure compliance with security standards, audit requirements, and regulatory frameworks.
- Identify automation opportunities and drive operational efficiency initiatives.
- Lead root cause analysis (RCA) and implement corrective/preventive actions.
- Financial & Contract Management
- Manage service budgets, cost optimization, and forecasting.
- Track consumption based services (cloud, licensing, storage growth).
- Support contract renewals, SOW creation, and service expansion opportunities.
Required Skills
Technical Expertise
- Strong understanding of Service Desk, Desk Side, Desktop Support and Collaboration Services.
- Strong understanding of datacenter infrastructure: virtualization, servers, storage, networking, backup/DR, monitoring, and security operations.
- Familiarity with cloud platforms (Azure) and hybrid infrastructure models.
- Experience with ITSM frameworks (ITIL v3/v4), CMDB, and service management tools.
Leadership & Delivery Skills
- Proven experience managing MSP led or outsourced infrastructure operations.
- Strong vendor management and contract governance capabilities.
- Excellent communication, stakeholder engagement, and executive level reporting skills.
- Ability to lead teams in a 24x7 operational environment.
Qualifications
- Bachelor's degree in IT, Engineering, or related field (preferred).
- ITIL certification required; PMP, Azure/AWS certifications are a plus.
- 12+ years of experience in infrastructure operations, with at least 5+ years in a delivery management role.
