[Hiring] Technical Service Delivery Lead @Inficare Technologies

Role Description

We are seeking an experienced Technical Service Delivery Lead to oversee end-to-end service delivery across a complex technology portfolio. This role will focus on operational excellence, ITIL-based service management, cloud operations, automation, AI enablement, governance, and continuous improvement.

The ideal candidate combines strong service management expertise with a solid technical understanding of Azure/AWS, automation, GenAI, and emerging agentic AI technologies. This person will work across multiple engineering, application, operations, and business teams to ensure reliable service delivery and measurable improvements.

Key Areas of Responsibility

• Service Delivery & Operations
  • Take ownership of daily service delivery across the ESP portfolio, including patch management, technical debt reduction, capacity planning, CLM, and CNP activities.
  • Ensure services are delivered consistently, efficiently, and in accordance with agreed operational standards.
  • Coordinate across service teams to establish consistent processes, measurements, and reporting.
  • Promote adherence to ITIL service management practices across global operations and support teams.
  • Manage portfolio-level KPIs, SLAs, operational metrics, and governance activities.
  • Analyze service data and provide clear visibility into performance, risks, issues, dependencies, and required actions.
• Service Reviews & Operational Improvement
  • Establish and manage a regular service review process covering performance, availability, SLA compliance, risks, issues, and outstanding actions.
  • Ensure all action items have clear ownership, timelines, and follow-through until completion.
  • Apply technical knowledge to challenge cloud, automation, and AI teams and ensure operational outcomes meet business expectations.
  • Identify service gaps, inefficiencies, and improvement opportunities.
  • Partner with accountable teams to implement corrective and preventive actions.
• Cloud Engineering & Operations
  • Leverage hands-on experience with cloud platforms such as Microsoft Azure and/or AWS to support informed operational decisions.
  • Understand cloud infrastructure operations, monitoring, patching, security, capacity, availability, and recovery processes.
  • Support engineering change management and product/service enhancements.
  • Work closely with cloud engineering teams to ensure operational changes are introduced effectively and with minimal disruption.
• Automation, AI & GenAI Enablement
  • Identify opportunities to improve services through automation, artificial intelligence, and GenAI.
  • Recognize repetitive, manual, inefficient, or high-risk operational activities that could benefit from automation.
  • Convert operational challenges into well-defined requirements for automation and AI engineering teams.
  • Clearly communicate the business problem, expected outcome, operational requirements, and success criteria.
  • Collaborate with delivery teams throughout implementation and validate that solutions address the intended operational needs.
  • Apply AI tools such as GenAI and ChatGPT to improve analysis, reporting, documentation, service reviews, and day-to-day productivity.
  • Track the impact of automation and AI initiatives on service quality, operational effort, efficiency, and risk.
• New Service & AI Readiness
  • Lead operational readiness activities for new technology services, particularly solutions incorporating automation, AI, and agentic capabilities.
  • Define appropriate operating models, support processes, runbooks, SLAs, escalation procedures, and customer engagement models.
  • Establish the transition from traditional human-driven operational processes toward AI-assisted and autonomous workflows.
  • Define appropriate guardrails, human oversight, approval points, and human-in-the-loop controls for agentic services.
  • Develop monitoring, measurement, support, and review mechanisms before new services move into steady-state operations.
  • Translate business, operational, regulatory, and compliance requirements into scalable service delivery models.
• Stakeholder Management & Communication
  • Coordinate execution across engineering, application, operations, account management, and business teams without direct reporting authority.
  • Influence teams and drive accountability through effective communication, collaboration, and relationship management.
  • Manage structured escalation processes to ensure issues are visible, assigned, and resolved.
  • Represent service delivery during operational reviews, Change Advisory Board (CAB) meetings, governance sessions, and audits.
  • Build strong customer relationships and communicate effectively with clients and business stakeholders.
  • Adjust communication style based on the audience, from detailed technical discussions to concise executive-level summaries.
• Reporting & Governance
  • Develop and maintain executive-level service delivery reports covering:
    • Service performance
    • SLA/KPI achievement
    • Risks and issues
    • Dependencies
    • Capacity and availability
    • Open actions
    • Automation and AI initiatives
    • Continuous improvement activities
  • Provide monthly, operational, and governance reporting to appropriate stakeholders.
  • Convert complex operational data into clear insights, recommendations, and actionable decisions.

Qualifications

• Typically 10+ years of experience in IT operations and service delivery, with demonstrated ownership of multiple technology service lines.
• Strong experience managing ITIL-based service delivery within large, complex enterprise environments.
• Practical experience supporting Azure and/or AWS cloud environments.
• Strong understanding of cloud operations, monitoring, patching, security, recovery, capacity, and change management.
• Proven experience delivering or supporting automation initiatives.
• Practical experience with AI/GenAI technologies, including familiarity with agentic AI concepts and applications.
• Experience translating operational needs into requirements for engineering, automation, or AI development teams.
• Demonstrated ownership of service-level outcomes across multiple teams.
• Proven ability to influence and drive execution across teams without direct authority.
• Experience with Jira, Confluence, ServiceNow, or comparable service management and collaboration platforms.
• Strong customer-facing and stakeholder communication experience.
• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent professional experience.

Preferred Qualifications

• Azure and/or AWS certification
• ITIL Foundation or higher
• Working knowledge of:
  • Terraform
  • PowerShell
  • Python
  • Ansible
  • GitHub / GitHub Actions
  • Azure DevOps
• Familiarity with cloud automation, DevOps practices, AI-enabled operations, and agentic workflows.

Other Responsibilities

• Perform additional duties and responsibilities as assigned by the Director of IT Infrastructure & Operations.