Infrastructure Service Delivery Manager

Job Title: Infrastructure Service Delivery Manager Location: Spokane, WA (Onsite) Job Description: Expertise on experience and knowledge on infrastructure components - Platform, Backup, storage, and Network. Being a Delivery Manager / NOC Lead, responsible for the project delivery and ensure to meet the committed SLA/KPI's. Experience in handling & managing 247 projects & offshore team. Hands on experience on patching - Servers on a monthly/regular interval. Perform the Production Database patch activities. Update / upgrade the network components as part of regular patching. Knowledge on Cloud based infrastructure solutions. Steering delivery from onsite for all the infra functions (Network Operations Center & Service Desk). Building customer Relationship and management. Responsible for business growth and bring in new opportunities. Onsite customer facing role with onsite offshore delivery support model. Closely works with Offshore tower leads & team members. Enable right support from respective technology towers for the smooth service delivery. Responsible for handling Hi-Priority / outages and drive towards resolution. (ex. During Hi-Priority/outages, engaging the right technical team and 3rd Party stakeholders) Ensure resources, capabilities, and capacity to meet Customer requirements. Responsible for resource fulfilment as per the requirement. Responsible for Operation Review Meetings (Weekly/Monthly/Quarterly) with customer counterparts - Highlights, SLA performance, Risks, Issues, Upcoming major activities etc Preparing the reports based the requests & requirements from customer & internal team. Support account for revenue growth by managing high profitability. Identify the enhancement area's and bring in the necessary improvements. Ensure proper communication between onsite, offshore and Customer teams. Ensure to participate in the Major Incident Management call and send the periodic communication to internal and customer teams. Excellent communication skills and experience on tools like ServiceNow, Splunk and ITIL process. 247 project - flexible with the work schedule and support during off business hours for any need / priority issues.

Created: 2026-03-04