Infrastructure Delivery Project manager

We are Looking for a seasoned Service Delivery Manager (SDM) to serve as the strategic liaison between our technical operations teams and enterprise clients. You will oversee high-availability Cloud Managed Services with a specialized focus on Database, Middleware, and Cloud Infrastructure predominantly for ERP ecosystems (Oracle EBS, Fusion, and NetSuite). This hybrid role demands a high-performing leader who can guarantee SLA excellence while lead-managing complex projects, including cloud migrations, system upgrades, and continuous service improvement initiatives

Duties and Responsibilities

·  Strong onsite–offshore communication and coordination skills, with the ability to independently conduct monthly, quarterly, and semi-annual reviews.

·  Adherence to incident management processes, with expertise in problem analysis, communication management, crisis handling, and emergency resolution.

·  Facilitation of team action meetings, weekly team reviews, and oversight of deliverables.

·  Strong understanding of service delivery SLAs, with the ability to recommend improvements and drive teams toward consistent achievement.

·  Expertise in SLA measurement, reporting, and compliance management.

·  Proven ownership and accountability in managing service deliverables.

·  Strong vision and goal-setting capabilities, with a detail-oriented approach to execution.

·  Experience in mentoring teams on technical tools, operational processes, and standard procedures aligned with project needs.

·  Ability to identify improvement opportunities and implement initiatives to enhance customer satisfaction.

·  Skilled in defining and establishing new operational processes and procedures.

·  Experience in periodic evaluation of SLA metrics and conducting audits.

·  Strong knowledge of ITIL V3 frameworks, along with experience supporting IT and security certifications such as ISO 20000 and ISO 27001.

·  Proven expertise in third-party vendor management, including contract negotiation.

·  Ability to build and maintain strong relationships with customers and stakeholders, ensuring high satisfaction levels.

·  Leadership in infrastructure transformation initiatives, including cloud migrations, database upgrades, and modernization programs, with responsibility for scheduling, resource planning, budgeting, and scope management.

·  Regular review of project portfolios to ensure alignment with organizational goals and strategic objectives.

·  Collaboration with clients and operations teams to identify and drive continuous service improvement initiatives.

·  Proactive removal of obstacles impacting customer satisfaction and financial performance.

Skills and Abilities

·  Ability to effectively engage and interact with CIOs and Infrastructure Directors.

·  Strong understanding of ITIL frameworks and service management principles.

·  Preferably 15+ years of overall industry experience.

·  10+ years of experience in managing teams and customer relationships (both direct and matrix structures).

·  Proven ability to design and implement strategies to measure and enhance user experience.

·  Experience in managing cloud infrastructure environments.

·  Strong leadership, people management, and customer relationship skills, with the ability to drive initiatives across organizational boundaries.

·  Expertise in project planning and estimation, including work breakdown structures, task allocation, and progress tracking.

·  Ability to provide project and activity status reporting aligned with client expectations.

·  Strong capabilities in project scope management, risk management, and issue escalation/resolution.

·  Proficient in financial management, including revenue, margin, and growth optimization.

·  Experience in preparing, reviewing, and finalizing Statements of Work (SOW).

·  Excellent negotiation and conflict resolution skills in managing both customer and internal stakeholders.

·  Ability to mentor multicultural teams within Service Delivery and Delivery organizations to drive accountability and performance.

·  Ownership and oversight of performance and delivery maturity across accounts managed by the SDM organization.

·  Define, measure, and track goals and objectives for Service Delivery Analysts and Managers.

·  Conduct half-yearly and annual performance appraisals for Service Delivery Analysts and Managers.