Delivery Manager - Cloud & Infrastructure Services

Job Title : Delivery Manager - Cloud , Infrastructure Services and IT OPs

Role Overview :

The Delivery Manager will lead end-to-end global IT Infrastructure Shared Services, driving strategy, operations, and transformation across NOC, SOC, Service Desk, Cloud, Network, Data Centers, Cyber Security, Automation, and ServiceNow. The role ensures 24x7 high availability, security, scalability, and cost efficiency while enabling business growth and digital transformation.

Key Responsibilities :

- Global Delivery Leadership :

i. Own 24x7 multi-region delivery (Americas, EMEA, APAC)

ii. Ensure SLA, KPI adherence and high service availability

iii. Lead large global teams across operations, engineering, and governance

iv. Establish scalable shared services and follow-the-sun model

- Service Ownership :

End-to-end accountability for :

i. NOC & SOC operations

ii. Global Service Desk (L1/L2/L3)

iii. Data Centers & Disaster Recovery

iv. Cloud (AWS/Azure/GCP) & FinOps

v. Network & Connectivity

vi. Cyber Security & Compliance

vii. ServiceNow platform & ITSM ecosystem

viii. Tools, Automation & AIOps

- Strategy & Transformation :

i. Define and execute infrastructure strategy

ii. Drive standardization, automation, and AI-led operations

iii. Shift from reactive to predictive service delivery

- Governance & Compliance :

i. Ensure compliance with ITIL, ISO 27001, SOC2, GDPR

ii. Drive risk management, audits, and business continuity

- Financial Ownership :

i. Own P&L, cost optimization, and vendor management

ii. Implement FinOps and cost control frameworks

Key Metrics :

- SLA adherence & uptime

- MTTR reduction

- Security incident management

- Automation & cost efficiency

- CSAT / NPS

- Compliance & audit success