Infrastructure Delivery Lead / Manager

The Managed Service Infrastructure Delivery Manager is responsible for leading the end-to-end delivery of infrastructure services within a managed services model. This role ensures stable, secure, and high-performing EUC, datacenter and cloud infrastructure operations across Service Desk, End User Computing, Compute, network, backup/DR, and security towers.

Responsibilities

Oversee daily operations across EUC and infrastructure towers; Ensure adherence to SLAs, OLAs, KPIs, and contractual commitments; Lead incident, problem, and change management processes; Coordinate with L1/L2/L3 Operations engineering teams; Maintain operational runbooks, SOPs, and knowledge bases; Serve as primary point of contact for customer IT leadership and business stakeholders; Conduct weekly/monthly service reviews, performance reporting, and governance meetings; Manage escalations and ensure transparent communication during major incidents; Align service delivery with customer business goals and transformation initiatives; Lead MSP delivery teams, including NOC, infrastructure engineers, and service leads; Manage vendor relationships, OEM support coordination, and contract compliance; Drive workforce planning, skill development, and performance management; Oversee delivery of infrastructure upgrades, patching cycles, lifecycle management, and capacity planning; Ensure compliance with security standards, audit requirements, and regulatory frameworks; Identify automation opportunities and drive operational efficiency initiatives; Lead root cause analysis (RCA) and implement corrective/preventive actions; Manage service budgets, cost optimization, and forecasting; Track consumption based services; Support contract renewals, SOW creation, and service expansion opportunities

Requirements

Strong understanding of Service Desk, Desk Side, Desktop Support and Collaboration Services; Strong understanding of datacenter infrastructure: virtualization, servers, storage, networking, backup/DR, monitoring, and security operations; Familiarity with cloud platforms (Azure) and hybrid infrastructure models; Experience with ITSM frameworks (ITIL v3/v4), CMDB, and service management tools; Proven experience managing MSP led or outsourced infrastructure operations; Strong vendor management and contract governance capabilities; Excellent communication, stakeholder engagement, and executive level reporting skills; Ability to lead teams in a 24x7 operational environment; ITIL certification required; 12+ years of experience in infrastructure operations, with at least 5+ years in a delivery management role

Nice to have

Bachelor’s degree in IT, Engineering, or related field; PMP certification; Azure/AWS certifications