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
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