Infra Service Delivery Manager

Role :: Infra Service Delivery Manager

Location :: Mayfield, OH (No Remote)

Type :: Fulltime

Job Description

Service Delivery & Operations:

• Own end-to-end service delivery for assigned infrastructure projects.
• Ensure SLAs, KPIs, and contractual obligations are met or exceeded.
• Monitor and manage service performance, incident resolution, and change management.
• Drive operational excellence through continuous improvement initiatives.

Client & Stakeholder Management:

• Act as the primary point of contact for client stakeholders.
• Conduct regular service reviews, governance meetings, and performance reporting.
• Build strong relationships with clients to understand business needs and align services accordingly.

Communication & Collaboration:

• Maintain clear and consistent communication with internal teams, clients, and leadership.
• Prepare and present dashboards, reports, and executive summaries.
• Facilitate cross-functional collaboration between technical, support, and business teams.
• Promote transparency and proactive communication culture

Team Leadership & Coordination:

• Lead cross-functional teams including technical leads, support engineers, and project managers.
• Mentor and guide team members to ensure high performance and engagement.
• Coordinate with offshore/onshore teams for seamless service delivery.

Risk & Compliance:

• Ensure compliance with BFSI regulatory standards and internal policies.
• Identify and mitigate risks related to service delivery and infrastructure operations.
• Support audits and ensure documentation is up to date.

Resource & Contract management:

• Track and report on financial performance of service delivery.
• Support contract renewals, scope changes, and service expansions.
• Plan, allocate, and manage resources across multiple projects and service lines.
• Monitor resource utilization and optimize staffing to meet delivery goals.
• Identify skill gaps and coordinate training or hiring needs.