Role description
Delivery Manager - IT Infrastructure & Delivery Management Job Summary
We are seeking an experienced Delivery Manager to lead end-to-end IT Infrastructure Managed Services delivery for a large Financial Services organization. The role is responsible for ensuring operational excellence, service quality, SLA compliance, customer satisfaction, governance, risk management, and continuous improvement across enterprise infrastructure environments. The ideal candidate will bring strong expertise in Delivery Management and IT Infrastructure, along with proven experience managing large-scale enterprise operations and stakeholder relationships.
Key Responsibilities
- Lead end-to-end delivery of enterprise IT Infrastructure managed services across multiple technology towers.
- Ensure achievement of service level agreements (SLAs), key performance indicators (KPIs), and customer experience objectives.
- Manage and govern 24x7 infrastructure operations supporting mission-critical business environments.
- Oversee Incident, Problem, Change, Release, Capacity, and Availability Management processes in alignment with ITIL best practices.
- Drive service improvement initiatives focused on operational efficiency, stability, and customer satisfaction.
- Lead Major Incident Management activities and ensure timely root cause analysis and preventive actions.
- Establish effective delivery governance through regular operational, management, and executive reviews.
- Act as the primary point of contact for senior customer stakeholders and build trusted advisory relationships.
- Manage risks, compliance requirements, operational documentation, and audit readiness activities.
- Lead geographically distributed infrastructure teams, including people management, succession planning, employee engagement, and performance management.
- Drive infrastructure transformation initiatives focused on operational excellence and scalability.
- Monitor service performance, resource utilization, and financial targets related to managed services delivery.
- Support disaster recovery planning, business continuity activities, and governance reviews.
- Promote automation and continuous improvement initiatives to enhance service quality and operational effectiveness.
Required Skills
- Delivery Management
- IT Infrastructure
Experience
- 20-25 years of experience in IT Infrastructure Services.
- Minimum 10 years of experience in a Delivery Management role managing enterprise accounts.
- Experience managing large-scale enterprise infrastructure environments and multi-site operations.
- Experience supporting regulated Banking, Financial Services, Insurance (BFSI) or NBFC organizations.
- Proven experience leading infrastructure transformation initiatives and managing geographically distributed teams.
Domain
- NBFC / Banking / Financial Services / Insurance (BFSI)
Education
- Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field.
- MBA preferred.
Preferred Certifications
- ITIL v4 Managing Professional / ITIL Expert
- PMP / PRINCE2
Location
Key Success Metrics
- Customer Satisfaction (CSAT)
- Service Availability
- Major Incident Reduction
- MTTR Improvement
- Change Success Rate
- Audit & Compliance Scores
- Resource Utilization
- Financial Targets (Revenue & Margin)
- Employee Engagement and Retention
Why Join UST
At UST, you will work on large-scale digital transformation and enterprise technology programs for global clients. UST provides opportunities to collaborate with high-performing teams, leverage innovative technologies, build leadership capabilities, and accelerate career growth in a culture focused on continuous learning, customer success, and innovation.
Infrastructure Support, Technical Leadership, Service Level Management, Service Delivery, Data Center Operations, Cloud Infrastructure, Stakeholder Management, Resource Management, Project Management, ITIL
About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.
