Service Delivery Manager - IT infrastructure

Job Description

Infrastructure Service Delivery Manager

Position Overview

The Infrastructure Service Delivery Manager is responsible for overseeing the delivery and management of IT infrastructure services within the organization. This role ensures that all infrastructure operations, including networks, servers, data centers, and cloud environments, meet the agreed-upon service levels, are cost-effective, and align with business objectives. The manager will lead a team of technical professionals, manage vendor relationships, and work closely with other IT and business leaders to deliver high-quality, reliable IT services.

Key Responsibilities

• Lead the planning, implementation, and maintenance of IT infrastructure services, ensuring consistent service delivery and operational excellence.
• Monitor and report on infrastructure service performance, ensuring compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Manage a team of infrastructure engineers and support staff, providing guidance, coaching, and performance management.
• Develop and maintain strong relationships with internal stakeholders and external vendors to ensure effective service delivery and continuous improvement.
• Oversee incident, problem, and change management processes related to infrastructure services, ensuring timely resolution and minimal business disruption.
• Drive the adoption of best practices in infrastructure management, including automation, security, scalability, and disaster recovery.
• Prepare and manage budgets for infrastructure services, optimizing costs while maintaining high service quality.
• Support IT strategy by contributing to technology roadmaps, infrastructure modernization, and digital transformation initiatives.
• Ensure compliance with relevant regulations, standards, and company policies regarding IT infrastructure.
• Facilitate regular communication and reporting to senior management on infrastructure service health, risks, and improvement plans.

Required Qualifications

• Experience in Healthcare domain is a must
• Bachelor's degree in Information Technology, Computer Science, or a related field; advanced degree preferred.
• 5 years of experience in IT infrastructure management or service delivery, with at least 2 years in a leadership role.
• Strong understanding of networking, server administration, cloud technologies (e.g., Azure, AWS), and data center operations.
• Proven experience managing service delivery in a complex, multi-vendor environment.
• Excellent organizational, communication, and interpersonal skills.
• ITIL certification or equivalent knowledge of IT service management frameworks is highly desirable.
• Demonstrated ability to lead cross-functional teams and manage projects effectively.
• Experience with budget management and vendor contract negotiations.

Desired Skills and Attributes

• Analytical and problem-solving skills with attention to detail.
• Customer-oriented mindset and commitment to delivering high-quality service.
• Adaptability and willingness to embrace new technologies and methodologies.
• Ability to work under pressure and manage multiple priorities simultaneously.
• Strong leadership and team-building capabilities.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year