Job Title:  ASSOCIATE DELIVERY MANAGER - IT SERVICES

Job Summary

Role Purpose

The Operations Manager - IT Services is responsible for end-to-end management of enterprise IT operations, including core infrastructure, networks, cloud platforms, cybersecurity, business applications, and IT governance. The role ensures high availability, security, scalability, and cost-effective IT services aligned with business objectives across manufacturing, corporate, and regional sites.

Key Responsibilities

IT Strategy & Governance

• Define and execute IT operations strategy aligned with business growth, digital transformation, and scalability requirements.
• Establish IT policies, standards, SOPs, and governance frameworks ensuring compliance with audit, security, and regulatory requirements. 
• Develop and manage IT roadmaps for infrastructure modernization, cloud adoption, and business continuity. 

Infrastructure & Network Operations

• Own and manage enterprise IT infrastructure including data centers, servers, storage, virtualization, LAN/WAN, Wi-Fi, VPN, VoIP, and CCTV systems. 
•  Lead greenfield and brownfield IT projects, office expansions, and technology refresh initiatives.
•  Ensure 24x7 availability, performance, and reliability of critical IT systems across locations. 

Cloud, Collaboration & Applications

• Oversee cloud platforms and collaboration tools (Microsoft 365, Azure AD, SharePoint, Teams, Google Workspace).
• Drive cloud migration initiatives and hybrid infrastructure models for flexibility and disaster recovery. 
• Support and integrate ERP and business systems (SAP B1 / S4 HANA, Dynamics Navision, HRMS) 

Cybersecurity & Risk Management

• Establish and enforce cybersecurity controls, including firewalls, endpoint security, MFA, monitoring, and backup strategies.
• Ensure implementation of disaster recovery and business continuity plans. 
• Manage audits, vulnerability remediation, and incident response. 

IT Operations & Service Delivery

• Lead IT service management processes in line with ITIL practices, ensuring smooth L1– L3 support.
• Define KPIs, SLAs, and performance metrics to improve service quality and end-user experience.
• Drive automation and operational efficiencies to reduce downtime and support costs. 

Vendor, Budget & Asset Management

•   Manage IT budgets, cost optimization initiatives, and ROI-driven technology investments.
•   Lead vendor selection, contract management, AMC negotiations, and OEM engagements.
• Oversee IT asset lifecycle management, licensing, and compliance 

Team Leadership

• Build, mentor, and manage high-performing IT operations and infrastructure teams. 
• Drive skill development, performance management, and succession planning.
• Foster a culture of accountability, collaboration, and continuous improvement 

Educational Qualification

• Bachelor’s degree in Computer Science / IT / Engineering or equivalent. 
• 15+ years of experience in IT Operations / Infrastructure Leadership, preferably in manufacturing, telecom, or enterprise environments. 
• Certifications such as Microsoft, Azure, CCNA, SAP Basis preferred. 

Key Skills & Competencies

• Enterprise IT Operations & Infrastructure Management
• Network & Data Center Architecture
• Cloud & Hybrid Infrastructure (Azure, M365)
• Cybersecurity & Disaster Recovery 
• IT Governance, ITIL, and Risk Management
• Budgeting, Vendor Management & Cost Optimization
• ERP & Business Application Integration
• Strong Stakeholder & Leadership Skills 

Success Metrics

• High availability and performance of IT systems
• Reduced security incidents and operational risks 
• On-time delivery of infrastructure and digital initiatives
• Optimized IT costs and improved service satisfaction 
• Strong, capable, and scalable IT operations team 

Skills

Experience