Service Delivery Manager

About Us Infosys is a global leader in next generation digital services and consulting. We enable clients in more than 56 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI‑powered core that helps prioritize the execution of change. We also empower the businesses with agile digital at scale to deliver unprecedented levels of performance and customer satisfaction. Our always‑on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.

Role Description Are you passionate about leading transformative technology strategies? We’re looking for a

Service Delivery Manager

to join our team.

Location Perth, Australia

Salary AUD 150,742–171,215 Annual Gross (indicative)

Flexible Working Arrangements Hybrid, reviewed case‑by‑case basis

Roles and Responsibilities

Minimum 10 years of overall experience in Infrastructure Service Delivery covering Cloud, Hosting and Network capabilities

Strong experience to configure and troubleshoot

Windows Server 2012/2016/2019 and 2022

Experience in Windows patching using SCCM and WSUS and troubleshoot Windows update issues

Experience to configure and troubleshoot Windows file servers/DFS Namespaces

Be able to migrate file servers from older operating systems to newer operating systems

Hands‑on experience in configuring Windows DHCP server scopes/fail‑overs and managing Windows DNS servers

Experience in managing large Windows infrastructure in both physical and virtual platforms

Familiar with firmware upgrades using management controllers like Dell iDRAC, HPE iLO, HPE OneView

Expert knowledge on Microsoft troubleshooting skills and tools, including OS hardening and vulnerability assessment

Experience with hypervisor and compute virtualization technologies (VMware, VxRail, vSphere, vCenter, vCloud, VMware View, vRealize, vSAN, NSX, Microsoft Hyper‑V)

Expertise on VMware vSphere upgrade, P2V/V2V migration and server migration with PowerShell scripting

Design and implementation of disaster recovery solutions with VMware SRM

Strong troubleshooting skills on ESXi servers using command line

Experience with server platforms: Cisco Unified Computing Systems, HP, Dell, IBM server infrastructure

Expertise in solving performance issues and resolving major outages

Expertise in performance analysis and tuning

Creating clusters for high availability (HA) and distributed resource scheduling (DRS)

Configure resource pool, vMotion, alerts, alarms, NTP

Perform snapshots, cloning, cold migrations and hot migrations

Create templates from VMs, deploy VMs from templates and allocate resources

Knowledge of AD group policies and troubleshoot AD replication issues

Design, implementation and maintenance of Active Directory infrastructure

Configure and administer Active Directory, DHCP, DNS, TCP/IP, GPO

Azure AD, DNS, DC, ADC, OU, GP, DHCP management

Secure remote administration of domain controllers and member servers managed by the infrastructure group

Manage group policy at root of domain and for domain controllers OU

Manage root users and root computers OUs

Plan and manage migrations and upgrades related to AD or DCs

Group Policy Object (GPO) creation, troubleshooting and management

Domain Administrators group manages replication of directory information within Active Directory and makes enterprise‑level changes such as schema modifications and trust relationships

Additional responsibilities: troubleshooting Active Directory‑related directory authentication and LDAP configuration issues, DNS/DHCP issues

Ensuring adherence to cyber security policy, security standards/procedures/guidelines in all daily activities and providing Tier 3 support for AD FSS, SAML, web single sign‑on, OAuth, certificate‑based authentication and PKI infrastructure, Azure AD authentication technologies

Experience in managing large‑scale programs upwards of 100 people in a global delivery model

Delivery accountability and leadership for overall CIS portfolio, liaison with customer senior leadership including CXO levels

Strong background of ITIL framework with effective RCA skills across infra portfolio

Coordinate with client on overall portfolio projects performance, metrics and customer relationship with strong communication skills

Conduct program reviews with stakeholders to identify and manage issues and risks, ensure smooth delivery, provide delivery governance and resolve escalated project issues

Review program scope created by multiple project/account managers against client acceptance criteria at program level

Experience managing multi‑vendor engagement, third‑party and multi‑team dynamics and protecting interests of all parties

Ensuring compliance with cybersec policies, standards and regulations

Implementing and monitoring cybersecurity measures to protect data and systems

Planning processes and procedures for overall delivery governance

Understanding Managed Service Contract, planning deliverables and overall execution

SLA, KPI deliverables progress check, artefacts collection and control

Resource utilization and alignment as per program delivery guidelines

Lead the team, develop and report to Infosys account team on‑time

Resource management – leave management, roster, utilization, attrition, evaluation, replacement, growth

Onboarding and off‑boarding resources, hiring, pipeline management

Rewards and recognition

Team development, training, learning, certifications

Resource cross‑skill initiatives

Service quality, improvements, automation

Essential

Tertiary qualification in IT / Computer Science / related discipline

Windows certification preferred

Additional

Excellent customer‑facing skills

Excellent written and verbal communication skills

Strong attention to detail and outstanding analytical and problem‑solving skills

Benefits

Income protection insurance

Paid parental and volunteer leaves

Employee assistance program (EAP)

Flexible working arrangements (hybrid, reviewed case‑by‑case basis)

Health insurance discount and well‑being program

Access to fitness and gym memberships

Salary packaging and novated leasing

Recruitment and Selection Process Our recruitment and selection process is designed to create the best match for both you and Infosys. Depending on the role, it may include an initial screening, technical or functional interviews, and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent, respectful, and engaging at every step.

Hear from our recruiter on their experience working with Infosys as an Employer.

If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team via email at Infosys_ta@infosys.com or call 1‑866‑472‑0935, or include your preferred method of communication in email and someone will be in touch.

Please note that to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third‑party vendors. In the absence of a signed agreement, any submission will be deemed non‑binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.

All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.

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