Job Opportunities

Service Delivery Manager (Cloud Infrastructure & IT Operations)

Skills – Mandatory - Cloud Infrastructure & IT Operations
Skills - Primary- Cloud Infra Management, ITIL, Service Delivery
Skills - Good to have - AIOps, DevOps, SRE Principles, FinOps
Qualification- B.Tech / MCA / MBA (IT/Operations)
Total Experience - 12+ years ,
Relevant Experience 5+ Years in IT Ops / Cloud / Service Delivery
Work Location - TVM/Kochi
Certification (mandatory & good to have)- ITIL 4 Foundation or Managing Professional, PMP / PRINCE2 / SAFe Agilist, Microsoft Azure Administrator (AZ-104) or Azure Solutions Architect (AZ-305), AWS Certified SysOps Administrator or Solutions Architect

Job Purpose
We are seeking an experienced Service Delivery Manager (SDM) with deep expertise in IT operations, cloud infrastructure management, and a forward-thinking vision for AI-driven modernisation. The SDM will serve as the single point of accountability for end-to-end service delivery governance, operational excellence, and strategic leadership of a cloud-hosted infrastructure support environment, ensuring high availability, reliability, and performance across all managed services. The ideal candidate brings 12+ years of progressive experience in IT service delivery and operations, managing a production support team for a medium-sized enterprise, a hands-on understanding of cloud platforms (preferably Azure or AWS), a proven ability to manage 24x7 infrastructure support teams, and a strategic mindset to drive AI-led modernisation of support operations. This person must be proactive, excellent at communication, data-driven, commercially aware, and capable of managing senior stakeholder relationships with confidence.

Job Description / Duties and Responsibilities
Service Delivery & Governance
• Own end-to-end service delivery for cloud infrastructure and managed operations, acting as the single point of accountability for service performance.
• Define, negotiate, monitor, and enforce SLAs, SLOs, and KPIs across all service towers.
• Establish and govern ITIL-based processes, including Incident, Problem, Change, and Release Management.
• Conduct regular service reviews, Quarterly Business Reviews (QBRs), and governance cadences with client and internal stakeholders.
• Manage escalations proactively, driving resolution and stakeholder communication in real time.
• Track and improve CSAT, NPS, and operational satisfaction metrics across all delivery functions.
• Maintain and report on operational dashboards covering SLA compliance, incident volumes, MTTR, MTTD, and service health. Cloud Infrastructure Management
• Oversee 24x7 cloud operations across Azure (primary), AWS, or GCP environments, ensuring high availability and reliability.
• Govern infrastructure health, including uptime, performance, capacity planning, disaster recovery readiness, and RTO/RPO compliance.
• Manage vendors, MSPs, and technology partners delivering infrastructure support services, holding them accountable to contractual SLAs.
• Ensure security compliance, vulnerability governance, patch management, and adherence to Information Security Management policies.
• Drive cloud cost optimisation and FinOps practices by monitoring usage, identifying waste, and enforcing right-sizing disciplines.
• Collaborate with engineering and architecture teams on cloud migrations, platform upgrades, and infrastructure modernisation initiatives. IT Operations & Team Leadership
• Lead and mentor a cross-functional infrastructure support team covering L1, L2, and L3 support tiers.
• Manage shift-based 24x7 operations with well-defined escalation frameworks, on-call schedules, and coverage plans.
• Drive operational maturity through creation and maintenance of runbooks, playbooks, and standard operating procedures (SOPs).
• Track MTTR and MTTD trends; initiate and own Problem Management reviews for recurring incidents.
• Conduct Root Cause Analysis (RCA) for critical and recurring incidents, implementing preventive actions to reduce future outages.
• Champion a culture of accountability, continuous improvement, and proactive operations across the team. Stakeholder & Commercial Management
• Manage client relationships at senior and executive levels, ensuring high confidence and transparency in service delivery.
• Prepare and present service performance reports, operational dashboards, and executive briefings.
• Participate in contract reviews, SOW negotiations, renewals, and change order management.
• Identify and drive account growth through expanded service offerings and proactive value demonstration.
• Coordinate with procurement, legal, and finance for commercial governance and vendor management activities. AI-Led Modernisation & Innovation
• Define and drive an AI-led roadmap for infrastructure operations modernisation aligned with business goals.
• Champion adoption of AIOps platforms such as Dynatrace, ServiceNow AIOps to enable predictive incident detection and automated remediation.
• Explore and implement LLM-based assistants and intelligent bots for L1 support automation and knowledge management.
• Promote infrastructure-as-code (IaC) and GitOps practices to improve provisioning speed, consistency, and compliance.
• Drive shift-left strategies, moving the team from reactive support to proactive and predictive operational models.
• Partner with engineering and product teams to embed observability, self-healing, and reliability capabilities into cloud environments.
• Build a continuous improvement culture backed by operational data, AI-driven insights, and regular retrospectives.

Job Specification / Skills and Competencies
Must Have
• 12+ years of progressive experience in IT service delivery, operations management, or managed services.
• Proven experience managing cloud-hosted infrastructure environments - Azure (strongly preferred), AWS, or GCP.
• Strong working knowledge of ITIL v3/v4 - Incident, Problem, Change, and Service Level Management.
• Experience managing 24x7 infrastructure or NOC support operations with L1/L2/L3 team structures.
• Demonstrated ability to manage SLAs, run incident bridges, conduct war rooms, and own escalations end-to-end.
• Excellent stakeholder management and executive communication skills - able to present to C suite audiences.
• Hands-on experience with ITSM platforms such as ServiceNow, Remedy, or equivalent.
• Strong analytical mindset - ability to build dashboards, interpret operational data, and drive improvement actions.


Good to Have
• Azure Administrator, AWS Solutions Architect, or GCP equivalent cloud certification.
• ITIL 4 Foundation or Managing Professional certification.
• Exposure to SRE principles - error budgets, SLOs, toil management, and reliability engineering practices.
• Experience evaluating or deploying AIOps or observability platforms.
• Familiarity with FinOps frameworks and cloud cost management tools.
• Knowledge of DevOps/DevSecOps practices, CI/CD pipelines, and IaC tooling.
• PMP, PRINCE2, or equivalent project management certification.
Certifications Desired
• ITIL 4 Foundation or Managing Professional
• PMP / PRINCE2 / SAFe Agilist
• Microsoft Azure Administrator (AZ-104) or Azure Solutions Architect (AZ-305)
• AWS Certified SysOps Administrator or Solutions Architect Work Model
• Primary work location: Thiruvananthapuram / Kochi - Hybrid model applicable.
• Work standard US/UK business hours, including availability for after-hours on-call escalations.
• Expected to participate in client governance calls across global time zones (US/UK shifts as required).
• Role demands full ownership of service delivery outcomes across the managed infrastructure portfolio.
• Adherence to Experion's Information Security Management policies and procedures is mandatory.