IT Operations and SDM

Role Description The IT Operations and Service Delivery Manager (SDM) at Valantic India is a full-time, on-site role based in Pune with 15+ Years experience. We are seeking an experienced IT Operations & Service Delivery Manager to lead the delivery and growth of Infrastructure Management Services (IMS) and SAP Application Management Services (AMS) for a strategic customer based in Pune. The role is responsible for end-to-end managed services delivery, customer relationship management, governance, operational excellence, and financial performance of the account. The incumbent will act as the primary interface between the customer and Bosch, ensuring superior service delivery while identifying opportunities to expand the engagement through new projects and managed service offerings. The ideal candidate will have 15+ years of experience in IT, including Project Management, Program Management, and Managed Services leadership. Candidates should possess strong expertise in either IMS or SAP AMS, supported by a sound understanding of the other domain, enabling effective leadership of integrated IT service delivery.
Key Responsibilities:
Lead end-to-end delivery of IMS and SAP AMS services.
Own service delivery performance across managed services and multiple concurrent projects.
Ensure SLA/KPI compliance, governance, operational excellence, and ITIL-based service management.
Act as the primary customer-facing leader and manage executive stakeholder relationships.
Lead governance reviews, service reviews, escalation management, and continual service improvement.
Manage infrastructure operations, SAP AMS, transitions, releases, major incidents, and operational risks.
Provide Program and Project Management for customer initiatives and ensure successful execution.
Own the managed services P&L including revenue, margins, forecasting, utilization, and cost optimization.
Drive account mining, identify new opportunities, support proposals, contract renewals, and service expansion
• Collaborate with Sales, Solutioning, Delivery, and Partner teams to grow the account.
• Lead cross-functional teams comprising Infrastructure Engineers, SAP Consultants, Project Managers, and Service Managers.
• Drive automation, productivity improvements, resource planning, competency development, and employee engagement.
Required Experience:
• 15+ years of IT industry experience.
• Strong background in Project Management and Program Management.
• Extensive Managed Services experience in either IMS or SAP AMS with working knowledge of the other.
• Experience managing customer-facing managed services engagements.
• Proven executive stakeholder management and customer relationship management.
• Experience owning P&L for managed services engagements.
• Demonstrated success in account growth, account mining, and business development within existing customers.
• Experience managing multiple projects and service portfolios.
Preferred Skills:
• ITIL Service Management
• Infrastructure Management Services
• SAP Application Management Services
• Program & Portfolio Management
• Customer & Executive Stakeholder Management
• P&L and Commercial Management
• Account Growth & Business Development
• Vendor Management
• Risk & Governance Management
Education & Certifications:
• Bachelor's degree in Engineering, Computer Science, Information Technology, or related discipline.
• MBA preferred.
• ITIL Foundation certification preferred.
• PMP/PRINCE2 certification desirable.
• SAP certification is an added advantage.
Key Performance Indicators
• Customer Satisfaction (CSAT)
• SLA & KPI Compliance
ms, including task prioritization and performance monitoring.
Bachelor’s degree in Computer Science, Information Technology, or a related field; relevant certifications (e.g., ITIL, Microsoft, Cisco) are an advantage.
Strong analytical and problem-solving skills, with a focus on service quality, reliability, and continuous improvement.

Work arrangement
No