Service Delivery Manager Infrastructure

Role Summary The Service Delivery Manager (SDM) is accountable for the end-to-end delivery of services under the Branch Tellering. This role ensures that all contracted services are delivered in line with agreed SLAs, budget, and quality standards, while fostering strong client relationships and driving operational excellence. The Service Delivery Manager (SDM) acts as the primary point of coordination between AMTI’s delivery teams, partners, and stakeholders. Key Responsibilities Service Management & Delivery Oversee day-to-day operations for services, ensuring SLA (Service level Agreement) compliance and seamless service delivery. Manage incidents, service requests, and escalations in collaboration with the technical and operations teams. Track service performance, identify gaps, and implement corrective and preventive actions. Ensure coordination across related services to minimize disruption and maximize efficiency. Client & Stakeholder Engagement Serve as the primary contact for Client’s related services. Conduct regular service review meetings, reporting on SLA (Service level Agreement) adherence, risks, and improvement initiatives. Manage client communications on project deployments, service changes, and issue resolution. Governance & Compliance Maintain compliance with contract terms, ITIL service management practices, and Client’s governance standards. Document and track all service-related processes, baselines, and assumptions to protect AMTI’s business interests. Ensure timely reporting of billing, service completions, and performance dashboards. Team Leadership & Coordination Lead and mentor delivery teams, ensuring alignment with project milestones and SLAs. Coordinate with AMTI internal groups to ensure proper staffing, invoicing, and resource planning. Escalate risks and issues proactively to AMTI leadership with recommended resolutions. Qualifications Education & Experience Bachelor’s degree in information technology, Computer Science, Engineering, or a related field. Minimum 5–7 years of experience in IT service delivery, project management, or operations management. Proven experience managing large-scale service delivery contracts, preferably within the banking/financial sector. Strong knowledge of the ITIL v4 framework and practical application in service environments. Familiarity with infrastructure services (servers, Red Hat, and automation tools) and branch IT operations is an advantage. Skills & Competencies Excellent client management and communication skills (verbal and written). Strong problem-solving and decision-making abilities under pressure. Ability to manage cross-functional teams and third-party vendors. Proficient in reporting, SLA management, and service improvement planning. Strong financial acumen to track budgets, billing, and cost implications. Certifications (Preferred) ITIL v4 Foundation or higher. Project Management Professional (PMP) or PRINCE2. Additional certifications in Red Hat, server administration, or vendor management are a plus. Linux (RHEL) Administration Strong expertise in provisioning, configuration, patching, and troubleshooting RHEL environments. Performance tuning, log analysis, and system hardening to meet enterprise standards. Ansible Automation Proficiency in writing and managing playbooks for automated deployments, configuration management, and patch management. Ability to integrate Ansible with CI/CD pipelines and monitoring tools for end-to-end automation. Infrastructure Management End-to-end ownership of server lifecycle: build, deployment, monitoring, incident management, and recovery. Experience with Grafana/Prometheus for proactive monitoring and alerting. Cross-Team Collaboration Close coordination with application, network, and security teams to ensure holistic service delivery and faster root-cause resolution. Ability to work within ITIL/BAU frameworks and support compliance requirements. Click "Apply Now " and take the lead in shaping exceptional service delivery. #J-18808-Ljbffr