Service Delivery Manager-ITIL V4
- Citiustech
- 14 - 24 years
- Pune
- 26 days ago
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Job Description
Please find the below JD and company portfolio for your reference:
Experience: - 12- 15 years Minimum of 12 to 15 years in Infrastructure Management out of which last five years as SDM managing delivery of more than 50 FTE
Location: - Preferred Mumbai, Pune, Bangalore, Chennai.
Educational Qualifications: - Engineering Degree BE/ME/BTech/MTech/BSc/MSc/ MCA
Skills: -
Mandatory Technical Skills: - 5+ years of experience in Service Delivery Management, overseeing infrastructure and application support across cloud and on-prem environments.
Proven track record in Infra Project Delivery, including planning, execution, and transition to operations for network, server, and cloud-based solutions.
Strong understanding of ITIL processes and experience managing SLAs, incident/problem/change management, and service reporting.
Hands-on experience with L1/L2 support operations for Cloud (AWS, Azure) and Network Services, ensuring uptime, performance, and compliance.
Excellent customer service management skills, with a focus on stakeholder engagement, escalation handling, and continuous service improvement.
Proficient in managing service operations using tools like ServiceNow, Jira, and monitoring platforms (e.g., SolarWinds, Nagios, Zabbix).
Strong coordination and communication skills to work with cross-functional teams including infra engineers, cloud architects, and support analysts.
Experience in managing vendor relationships and third-party service providers to ensure aligned delivery outcomes.
Ability to lead root cause analysis (RCA), drive corrective actions, and implement preventive measures.
Skilled in preparing and presenting service performance dashboards and operational reviews to leadership and clients.
Agile/ITIL certifications preferred (e.g., ITIL v4 Foundation, PMP, CSM). Willingness to work in shifts or extended hours to support critical operations and global delivery models.
Good to Have Skills: -
Experience in migrating infrastructure workloads or products from GCP/on-prem to AWS or GCP, ensuring minimal disruption and optimized performance.
Exposure to healthcare IT environments, with understanding of compliance and operational standards.
Familiarity with UI technologies such as Angular, enabling better collaboration with front-end and application teams.
Background in deploying infrastructure solutions in regulated industries, especially healthcare, with knowledge of HIPAA, HITRUST, or similar frameworks.
Working knowledge of DevOps practices and CI/CD pipelines for infrastructure automation and delivery efficiency.
Experience with hybrid cloud environments and managing transitions between on-prem and cloud platforms.
Understanding of cloud-native monitoring and logging tools (e.g., CloudWatch, Stackdriver, Datadog) for proactive service management.
Exposure to ITSM tools beyond ServiceNow, such as BMC Remedy, Freshservice, or Cherwell.
Experience in managing distributed teams and hybrid delivery models (onsite-offshore).
Ability to contribute to solutioning and pre-sales discussions for infrastructure service engagements.
Awareness of security and compliance frameworks relevant to cloud and network services (e.g., ISO 27001, NIST, SOC 2).
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: Infrastructure ArchitectEmployement Type: Full timeContact Details:
Company: CitiustechLocation(s): Pune
Keyskills: itil v4 NOC Servicenow soc ITSM Service Delivery Management JIRA Zabbix SolarWinds ITIL Certified Hitrust gcp ISO 27001 HIPAA NIST Nagios Infrastructure aws
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