IT Infrastructure Service Delivery Manager

Service Delivery Manager - Process Excellence & Continual Service Improvement

We are seeking an experienced Service Delivery Manager - Process Excellence & Continual Service Improvement to oversee end-to-end IT service delivery while driving structured process improvement and automation initiatives. This role combines service delivery ownership with a strong focus on process gap identification, ITIL-based service management, continual service improvement (CSI), and compliance with quality and service management standards.

The role operates across hybrid environments (on-premises, cloud, and data center) and works closely with operations, engineering, cloud, security, and leadership teams to ensure services are reliable, efficient, compliant, and continually improving.

Required Skills & Experience

Experience

. 8+ years in IT service delivery, service management, or operations roles.
. Proven experience managing services in hybrid infrastructure environments (cloud, on-prem, data center).
. Demonstrated experience in process improvement, CSI, and ITIL implementation.

ITSM, Quality & Improvement Knowledge

. Strong practical knowledge of ITIL practices:
o Incident, Problem, Change
o Service Request
o Continual Service Improvement
. Working knowledge of Six Sigma / Lean methodologies (DMAIC).
. Experience aligning IT processes with ISO 9001 and ISO/IEC 20000 standards.

Technical & Tooling Knowledge

. Good understanding of cloud and infrastructure environments (AWS, Azure, VMware, Hyper-V, etc.).
. Familiarity with ITSM tools, automation workflows, and monitoring/reporting dashboards.
. Ability to translate service and process requirements into tooling and automation use cases.

Certifications:

Mandatory
. ITIL Foundation Certification

Preferred / Good to Have
. ITIL Intermediate / Managing Professional
. Six Sigma Yellow or Green Belt
. ISO 9001 Internal Auditor / Practitioner
. ISO/IEC 20000 Foundation or Practitioner