Job Summary:
We are seeking a highly experienced and strategic Service Delivery Director to lead the delivery, operations, and growth of enterprise infrastructure, security, and managed services across multiple client environments. This leadership role is accountable for service excellence, customer satisfaction, people management, resource optimization, and P&L performance within a System Integrator (SI) environment.
The successful candidate will possess deep expertise in on-premises and hybrid infrastructure platforms, including Nutanix, VMware, Windows, Red Hat Linux, enterprise storage, network, security, database, observability, and SIEM platforms, while driving operational excellence, financial performance, and workforce development.
This role requires a strong blend of business leadership, service management, technical governance, client engagement, and financial accountability.
Responsibilities:
Service Delivery & Customer Success
- Lead end-to-end delivery of infrastructure, security, and managed services across multiple customer environments.
- Ensure achievement of contractual obligations, SLAs, KPIs, service quality targets, and customer satisfaction objectives.
- Serve as the executive escalation point for major incidents, operational issues, and critical customer concerns.
- Conduct executive service reviews and establish trusted advisor relationships with key client stakeholders.
- Drive continual service improvement initiatives to enhance service quality, operational efficiency, and customer experience.
Infrastructure & Technical Leadership
- Provide strategic oversight across enterprise infrastructure environments including:
- Nutanix, VMware, Hyper-V
- Windows Server and Red Hat Linux
- Enterprise Storage (Dell EMC, Pure Storage, NetApp, Elastic Storage)
- Network and Security Infrastructure
- Database Platforms
- SIEM and Security Analytics (Splunk, Elastic Stack, Grafana, Kibana)
- Monitoring and Observability Platforms (AppDynamics, Dynatrace, BMC Helix)
- Ensure infrastructure availability, resilience, performance, security, capacity management, backup, disaster recovery, and compliance requirements are met.
- Govern ITIL processes including Incident, Problem, Change, Configuration, Capacity, and Availability Management.
- Drive automation, standardization, and operational transformation initiatives.
People & Resource Management
- Lead, mentor, and develop a high-performing organization comprising Service Delivery Managers, Technical Managers, Architects, Team Leads, and Engineering teams.
- Manage workforce planning, recruitment, succession planning, skills development, and employee engagement.
- Ensure optimal resource allocation and utilization across customer accounts and service portfolios.
- Establish performance objectives, KPIs, career development plans, and leadership development programs.
- Foster a culture of accountability, customer-centricity, continuous improvement, and technical excellence.
Financial Management & P&L Ownership
- Own and manage the P&L for managed services and infrastructure delivery portfolios.
- Develop annual budgets, forecasts, resource plans, and financial performance targets.
- Drive revenue growth, profitability, margin improvement, and operational efficiency.
- Monitor service delivery costs, resource utilization, contract profitability, and financial performance metrics.
- Partner with Sales and Pre-Sales teams to support bids, solution reviews, contract renewals, and service expansion opportunities.
- Identify cost optimization and productivity improvement initiatives while maintaining service quality.
Business & Governance
- Establish governance frameworks and operational controls to manage risk, compliance, and service performance.
- Ensure adherence to industry standards and regulatory frameworks such as ISO 27001, CIS, NIST, IM8, and organizational security policies.
- Collaborate with internal stakeholders to align service delivery strategy with business objectives and growth targets.
Requirements:
- Bachelor's Degree in Computer Science, Information Technology, Engineering, or related discipline.
- 15+ years of experience in Infrastructure Operations, Managed Services and IT Service Delivery.
- Minimum 7 years in a senior leadership role managing large technical teams and customer-facing service organizations.
- Proven experience within a System Integrator (SI), Managed Services Provider (MSP), or Technology Services environment.
- Demonstrated ownership of P&L, budget management, resource planning, and operational performance.
- Strong experience managing large-scale enterprise infrastructure environments.
Technical Expertise
- Nutanix, VMware, Hyper-V virtualization platforms.
- Microsoft Windows Server and Red Hat Enterprise Linux.
- Enterprise Storage, Backup, Disaster Recovery, and Business Continuity solutions.
- Network, Security, and Data Center Operations.
- SIEM and Analytics platforms including Splunk and Elastic Stack.
- Monitoring and AIOps platforms such as AppDynamics, Dynatrace, and BMC Helix.
- ITIL-based Service Management and IT Operations Governance.
- Infrastructure automation and operational optimization practices.
Preferred Certifications
- ITIL v4 Foundation / Managing Professional
- PMP or equivalent Project Management certification
- VMware Certified Professional (VCP)
- Nutanix Certified Professional (NCP)
- Red Hat Certified Engineer (RHCE)
- CISSP, CISM, or equivalent security certification
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