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Service Delivery Manager – Infrastructure Operations

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Tech Mahindra

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Location:
United States , Mahwah

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

180000.00 - 190000.00 USD / Year
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Job Description:

The Service Delivery Manager (SDM) is responsible for end-to-end service delivery oversight of Global Computer Operations (24x7) consisting of Network Operations Control (NOC), Midrange Operations (MRO), and Mainframe Operations (CompOps). The role ensures 24x7 operational stability, SLA compliance, incident and change governance, and continuous service improvement across global environments. This role serves as the primary operational interface between customers, vendors, and internal technology teams, with accountability for service quality, risk management, and operational excellence.

Job Responsibility:

  • Service Delivery & Operations Management: Own and manage L1/L1.5 operations delivery across Midrange Servers, Network and Mainframe platforms
  • Service Delivery & Operations Management: Ensure adherence to SLAs and KPIs across all supported technology towers
  • Service Delivery & Operations Management: Drive RAG-based service health reporting and execution of continuous improvement plans
  • Service Delivery & Operations Management: Lead daily, weekly, and monthly service reviews with stakeholders
  • Network Operations Control (NOC): Oversee L1/L1.5 support of global network infrastructure across data centers
  • Network Operations Control (NOC): Ensure event monitoring and incident management for: Data circuits, Routers, switches, access points (APs), Internal and GNS-procured network hardware
  • Network Operations Control (NOC): Coordinate incident remediation with applicable internal teams and external providers
  • Network Operations Control (NOC): Manage troubleshooting and dispatch of Technology Support Group (TSG) via Service Orders
  • Network Operations Control (NOC): Ensure timely escalation and restoration for business-critical network events
  • Midrange Operations (MRO): Manage L1/1.5 support of midrange infrastructure, including: Open systems servers, Critical workstations, Globally deployed services
  • Midrange Operations (MRO): Oversee event monitoring and incident response for: Server connectivity, Device health, Running services
  • Midrange Operations (MRO): Ensure effective remote management and recovery of server environments
  • Midrange Operations (MRO): Monitor service stability and identify recurring operational risks
  • Mainframe Operations (CompOps): Oversee L1/1.5 support of mainframe logical infrastructure, including: Logical partitions (LPARs), Mainframe software resources, Storage components
  • Mainframe Operations (CompOps): Manage mainframe hardware health monitoring and vendor dispatch for repairs
  • Mainframe Operations (CompOps): Coordinate mainframe maintenance activities via: Service requests, ACD call requests, ServiceNow tasks, Authorized email requests
  • Mainframe Operations (CompOps): Ensure execution of Final weekend changes and validation per CLIENT Final Weekend reports
  • Mainframe Operations (CompOps): Monitor LPAR connectivity, device health, and abnormal events
  • Mainframe Operations (CompOps): Govern Change Controls for vendor-managed hardware replacements
  • Mainframe Operations (CompOps): Oversee Initial Program Loads (IPL) and related recovery activities
  • Incident, Change & Problem Management: Ensure effective major incident management, including coordination, communication, and post-incident reviews
  • Incident, Change & Problem Management: Govern change implementation, ensuring minimal service impact and adherence to approval processes
  • Incident, Change & Problem Management: Track and reduce incident backlog and repeat incidents
  • Incident, Change & Problem Management: Drive root cause analysis (RCA) and preventive actions

Requirements:

  • 10+ years in IT Infrastructure Operations or Service Delivery Management
  • Experience in Command center services and Datacenter operations
  • Strong background in Network, Midrange servers, and Mainframe operations
  • Proven experience managing 24x7 global operations
  • Technical Knowledge: High level understanding of Network infrastructure (circuits, routers, switches, APs)
  • Technical Knowledge: High level understanding of Server and midrange platforms
  • Technical Knowledge: High level understanding of Mainframe operations (LPARs, IPL, storage, hardware maintenance)
  • Technical Knowledge: High level understanding of ITSM tools (ServiceNow or equivalent)
  • Technical Knowledge: High level understanding of Incident, Change, and Problem Management frameworks
  • Leadership & Soft Skills: Strong stakeholder and executive communication
  • Leadership & Soft Skills: Operational risk management mindset
  • Leadership & Soft Skills: Ability to lead during high-severity incidents
  • Leadership & Soft Skills: Data-driven decision making and KPI governance
  • A Bachelor’s or Higher Degree is the minimum entry required for the position

Nice to have:

  • ITIL Foundation or higher certification
  • Experience in large enterprise or logistics environments
  • Exposure to large-scale global infrastructure operations
  • Strong understanding of SLA, KPI, and RAG-based governance models
What we offer:
  • medical
  • vision
  • dental
  • life
  • disability insurance
  • paid time off (including holidays, parental leave, and sick leave, as required by law)

Additional Information:

Job Posted:
March 12, 2026

Expiration:
April 13, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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