IT Infra Delivery Manager

About the role

(Terminology aligned with ITIL 4 key concepts, guiding principles, governance, and continual improvement.)

What you'll do

• Own service performance—publish MSR/QSR, executive summaries, risks, actions, and trend insights (ServiceNow Performance Analytics / Power BI)
• Lead Operational/Service/Executive Reviews, aligning delivery towers, vendors, and customer stakeholders
• Ensure contractual compliance to SOW/MSA including service credits, waivers, and governance records—audit ready at all times
• Drive MIM posture (readiness, drills, on call, comms), backlog hygiene, and automation/shift left to boost CSAT and reduce TCO
• Run RCA/CAPA programs; track benefits (repeat incident reduction, MTTR, change failure rate)

What you need

• 10–18 yrs of experience
• ITIL
• ServiceNow
• Power BI
• Root cause analysis
• ISO 9001
• Any graduate

Good to have

• AWS
• Azure