Job Title: Project Manager / Service Delivery Manager

(with L1/L2 Support)

Location: Remote Employment Type: Full-time Experience Required: 5+ Years

About the Role

We are looking for an experienced Project Manager / Service Delivery Manager to lead IT infrastructure and service delivery projects, ensuring seamless coordination between stakeholders, support teams (L1/L2), and third-party vendors. The ideal candidate will have strong project management skills, hands-on experience with service operations, and a proactive attitude towards delivery excellence and customer satisfaction.

Key Responsibilities

Project Management

 Apply industry-standard IT project management methodologies and frameworks (e.g., Agile, PMP, ITIL).

 Lead the end-to-end project lifecycle: initiate, plan, execute, monitor, and close projects effectively.

 Develop and manage project scope, timelines, milestones, budgets, and resources.

 Draft and manage Requests for Proposals (RFPs) for third-party vendors/contractors.

 Track project status, manage risks and issues, and ensure timely resolution.

 Prepare and maintain all project documentation, including charters, schedules, reports, and closure documents.

 Regularly report project progress and escalate issues to leadership when necessary.

 Conduct post-project evaluations to document lessons learned and best practices.

Service Delivery Management (L1/L2 Support)

 Oversee day-to-day service delivery of L1/L2 support teams to meet SLAs and customer expectations.

 Act as the primary liaison between support teams, internal stakeholders, and external vendors.

 Continuously monitor and improve incident management, problem resolution, and change management processes.

 Ensure accurate capture of business requirements and coordinate implementation with support teams.

 Maintain compliance with audit, security, and information governance policies.

 Ensure business continuity by proactively managing infrastructure changes and updates.

 Review regular support performance metrics and work on service improvement plans.

Qualifications & Skills

 Bachelor’s degree in Computer Science, Information Technology, or related field.

 5+ years of experience in IT project management and/or service delivery.

 Strong understanding of L1/L2 support structures, ITIL practices, and SLA adherence.

 Experience with managing remote teams and third-party vendors.

 Excellent communication, stakeholder management, and documentation skills.

 Proven ability to manage multiple concurrent projects and deliver within deadlines and budgets.

 Strong problem-solving, analytical, and organizational skills.

 Certifications preferred: PMP, PRINCE2, ITIL Foundation/Intermediate.

Nice to Have

 Experience in managing infrastructure rollouts or large-scale IT deployments.

 Prior experience in a client-facing role with a global organization.

 Familiarity with tools like JIRA, ServiceNow, MS Project, Confluence, etc.

Why Join Us?

 100% remote flexibility with a focus on outcomes, not hours.

 Competitive compensation in the ₹20–25 LPA range.

 Work on impactful projects with autonomy and support from a collaborative team.

 Opportunity to lead high-visibility initiatives and grow your leadership profile