Infrastructure Delivery Lead / Manager

1. →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.

1. →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.

1. →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.

1. →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.

1. →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.

• 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.

• 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.

• 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.