Role description
We are seeking an experienced IT Infrastructure Delivery Manager to lead end-to-end delivery and governance of infrastructure managed services. The role is accountable for operational excellence, service delivery governance, stakeholder management, risk and compliance oversight, financial performance, and continuous service improvement across enterprise IT infrastructure environments. The ideal candidate will bring strong expertise in Delivery Management and IT Infra services while driving high service availability, customer satisfaction, and business continuity.
Key Responsibilities
- Own end-to-end delivery of IT infrastructure managed services and ensure alignment with business objectives and contractual commitments.
- Lead service delivery governance through regular operational, management, and executive review meetings.
- Drive excellence in Delivery Management by ensuring adherence to SLAs, KPIs, service quality standards, and customer expectations.
- Act as the primary escalation point for major incidents, service challenges, and executive communications.
- Build and maintain strong relationships with customer leadership, business stakeholders, and operational teams.
- Monitor service performance trends and implement improvement initiatives to enhance operational efficiency and customer satisfaction.
- Lead incident, problem, change, and service improvement programs to improve stability and reduce recurring issues.
- Ensure effective risk management, audit readiness, compliance adherence, and business continuity planning.
- Govern operational processes, infrastructure availability, capacity planning, asset management, and service reporting.
- Drive infrastructure transformation initiatives, operational stabilization efforts, and automation opportunities within the IT Infra landscape.
- Manage engagement financials, resource utilization, operational costs, and delivery performance objectives.
- Coordinate with vendors and strategic partners to ensure timely issue resolution and effective service delivery.
- Lead, mentor, and develop cross-functional infrastructure teams while fostering a high-performance and customer-centric culture.
Required Skills
- Delivery Management
- IT Infra
Experience
- Proven experience managing enterprise IT infrastructure service delivery and operations.
- Experience leading large-scale infrastructure support engagements, governance programs, and operational improvement initiatives.
Preferred Certifications
- ITIL v4 Managing Professional / Expert
- PMP / PRINCE2 (Preferred)
Success Measures
- Consistent SLA and KPI achievement
- High infrastructure availability and service stability
- Reduction in major incidents and repeat issues
- Successful governance reviews and stakeholder satisfaction
- Compliance and audit readiness
- Delivery within budget and operational targets
- Improved operational efficiency through service improvements and automation initiatives
Skills
Service Delivery, Service Level Management, Infrastructure Support, ITIL, Infrastructure Security, Compliance Management, Incident Management, Problem Management, RBI Compliance, Change Management, KPI Reporting
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.
