Job Title: Service Delivery Manager – Infrastructure Operations
Location: Mahwah, NJ (Onsite)
Extensive operational management experience and currently managing large-scale 24x7 monitoring operations across Mainframe, Network, and Server environments.
Role Summary:
The Service Delivery Manager (SDM) is responsible for end‑to‑end service delivery oversight of Global Computer Operations (24x7) consisting of Network Operations Control (NOC), Midrange Operations (MRO), and Mainframe Operations (CompOps). The role ensures 24x7 operational stability, SLA compliance, incident and change governance, and continuous service improvement across global environments. This role serves as the primary operational interface between customers, vendors, and internal technology teams, with accountability for service quality, risk management, and operational excellence.
Key Responsibilities:
1. Service Delivery & Operations Management:
- Own and manage L1/L1.5 operations delivery across Midrange Servers, Network and Mainframe platforms.
- Ensure adherence to SLAs and KPIs across all supported technology towers.
- Drive RAG‑based service health reporting and execution of continuous improvement plans.
- Lead daily, weekly, and monthly service reviews with stakeholders.
2. Network Operations Control (NOC):
- Oversee L1/L1.5 support of global network infrastructure across data centers.
- Ensure event monitoring and incident management for:
- Data circuits
- Routers, switches, access points (APs)
- Internal and GNS‑procured network hardware
- Coordinate incident remediation with applicable internal teams and external providers.
- Manage troubleshooting and dispatch of Technology Support Group (TSG) via Service Orders.
- Ensure timely escalation and restoration for business‑critical network events.
3. Midrange Operations (MRO):
- Manage L1/1.5 support of midrange infrastructure, including:
- Open systems servers
- Critical workstations
- Globally deployed services
- Oversee event monitoring and incident response for:
- Server connectivity
- Device health
- Running services
- Ensure effective remote management and recovery of server environments.
- Monitor service stability and identify recurring operational risks.
4. Mainframe Operations (CompOps):
- Oversee L1/1.5 support of mainframe logical infrastructure, including:
- Logical partitions (LPARs)
- Mainframe software resources
- Storage components
- Manage mainframe hardware health monitoring and vendor dispatch for repairs.
- Coordinate mainframe maintenance activities via :
- Service requests
- ACD call requests
- ServiceNow tasks
- Authorized email requests
- Ensure execution of Final weekend changes and validation per CLIENT Final Weekend reports.
- Monitor LPAR connectivity, device health, and abnormal events.
- Govern Change Controls for vendor‑managed hardware replacements.
- Oversee Initial Program Loads (IPL) and related recovery activities.
5. Incident, Change & Problem Management:
- Ensure effective major incident management, including coordination, communication, and post‑incident reviews.
- Govern change implementation, ensuring minimal service impact and adherence to approval processes.
- Track and reduce incident backlog and repeat incidents.
- Drive root cause analysis (RCA) and preventive actions.
Required Skills & Experience:
Experience:
- 10+ years in IT Infrastructure Operations or Service Delivery Management
- Experience in Command center services and Datacenter operations
- Strong background in Network, Midrange servers, and Mainframe operations
- Proven experience managing 24x7 global operations
Technical Knowledge: High level understanding of
- Network infrastructure (circuits, routers, switches, APs)
- Server and midrange platforms
- Mainframe operations (LPARs, IPL, storage, hardware maintenance)
- ITSM tools (ServiceNow or equivalent)
- Incident, Change, and Problem Management frameworks
Leadership & Soft Skills:
- Strong stakeholder and executive communication
- Operational risk management mindset
- Ability to lead during high‑severity incidents
- Data‑driven decision making and KPI governance
Preferred Qualifications:
- ITIL Foundation or higher certification
- Experience in large enterprise or logistics environments
- Exposure to large‑scale global infrastructure operations
- Strong understanding of SLA, KPI, and RAG‑based governance models
Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at .”
Never miss an opportunity! Create an alert based on the job you applied for.
