ITIL Service Delivery Manager - Infrastructure Managed Services

Key Responsibilities : - Act as the single point of contact for day-to-day managed-services operations. - Manage service delivery across infrastructure, backup, database, network security, monitoring, and disaster recovery functions. - Ensure services are delivered in accordance with agreed SLAs, KPIs, operating procedures, and contractual requirements. - Review incident, problem, change, capacity, availability, and performance reports. - Coordinate the resolution of major incidents and act as the first management escalation point. - Ensure root-cause analyses and corrective-action plans are completed for recurring and high-impact incidents. - Manage service risks, dependencies, issues, and improvement initiatives. - Coordinate activities with FTA teams, OEM vendors, third-party service providers, and the existing MSP. - Ensure operational documentation, escalation matrices, runbooks, and governance records remain current. - Prepare and present SLA, KPI, capacity, availability, incident, and service-improvement reports. - Maintain customer satisfaction and ensure timely resolution of service concerns. Required Skills : - Strong understanding of ITIL service-management practices. - Experience managing enterprise infrastructure managed-services contracts. - Knowledge of incident, problem, change, configuration, capacity, and availability management. - Strong stakeholder, vendor, and escalation management skills. - Understanding of Nutanix, Linux, Windows, backup, database, network, security, and DR operations.