Service Delivery Manager–Infrastructure Operations

Role Overview

Responsible for end-to-end governance of infrastructure services including L1/L2 support teams across servers, network, cloud, and application support.

Ensures SLA compliance, operational stability, incident and change governance, and strong client confidence through structured service management practices aligned to ITIL v4.

Key Responsibilities

Service Performance & SLA Governance

• Own SLA/KPI adherence across Infrastructure and Application support

• Lead service performance reviews and improvement plans

• Ensure availability, response time, and resolution targets are met

Incident & Major Incident Management

• Govern major incidents and ensure timely resolution

• Ensure proper escalation paths are followed

• Drive Root Cause Analysis (RCA) and preventive action tracking

ITIL Process Oversight