Infrastructure Delivery Lead / Manager
Infrastructure Delivery Lead / Manager
Role: Infra Delivery Lead / Manager
Experience: 12+ Years
Location: Pune
Job Summary: The Managed Service Infrastructure Delivery Manager is responsible for leading the endtoend delivery of infrastructure services within a managed services model. This role ensures stable, secure, and highperforming EUC, datacenter and cloud infrastructure operations across Service Desk, End User Computing, Compute, network, backup/DR, and security towers.
Key Responsibilities
- 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.
- 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.
- 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.
- 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.
- 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.
Required Skills
Technical Expertise
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.
Leadership & Delivery Skills
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.
Qualifications
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.
