Title:  Senior Delivery Manager - Application Infrastructure and Cloud Services

Senior Delivery Manager - Application Infrastructure and Cloud Services

Location: Bangalore, India
Travel required: Occasional

UD Digital Solution and IT:
DSIT governs the overall Process and IT efficiency within UD Business. The function drives the usage of common processes, IT systems and infrastructures.

Service Management:
The mission of Service Management is to develop and govern Infrastructure Services, ensuring their delivery and effective usage. By that, Service Management contributes to UD Business competitiveness by delivering standardised and fit-for-purpose infrastructure services, maintaining a balance between time to market, cost and quality.

We are now looking for a Senior Delivery Manager, Application Infrastructure and Cloud Services
In this role, you will report to the Director within UD DS & IT/ Infrastructure & Operations/ Service Management.

Job Context

The Job exists within the function(s) responsible for developing and governing the Application and cloud Infrastructure Services of UD Trucks, while ensuring their delivery and usage. We are seeking an experienced Application Infrastructure & Cloud Services Delivery Manager to oversee end-to-end management of Application Infrastructure and cloud services, ensuring operational excellence, cost efficiency, and alignment with business objectives. The role demands strong leadership, technical, and vendor management capabilities across infrastructure, cloud, and service delivery domains.

Role mission & context:

The role includes service management responsibility for three larger portfolios:

• Application hosting (including on-premises, hybrid cloud and public cloud, for all technical platforms used by the UD Business)
• Application operation  (including platforms for integration services, for business intelligence, for big data and analytics, including artificial intelligence and machine learning)
• Cloud service management
• Cloud operations

Key responsibilities:

New service development, architecture and innovation

• Responsible for the service development projects in your service portfolio, including budgets and steering of project activities
• Responsible for steering and key architecture and roadmap decisions in all transformation projects impacting own portfolio
• Contribute to the IT Long Term Plan, strategic targets and policies and be responsible for defining and driving target infrastructure 
•  Lead IT infrastructure services innovation within own portfolio scope

Position Summary :

Service Delivery & Performance Management

• Delivery of all Application and Cloud Infrastructure services
• Manage and maintain all critical infrastructure to support UD business and production uptime. 
• Ensure delivery of all outsourced services in line with contractual obligations for cost, quality, and volume.
• Monitor and manage Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), initiating corrective and improvement actions where needed.
• Drive continuous improvement across operational processes, service quality, and supplier performance.
• Validate supplier invoices and ensure financial accuracy and compliance.
• Act as the escalation point for incident and problem management with suppliers.

Outsourcing & Supplier Management

• Manage strategic outsourcing partnerships — financial, contractual, and commercial aspects of existing and new services.
• Lead negotiations on service changes, renewals, and new engagements.
• Monitor and optimise outsourcing budgets, costs, and business case achievements.
• Foster strong relationships with cloud and infrastructure partners, aligning delivery with organisational goals.

Cloud & APP Infrastructure Governance

• Define and manage cloud-centric performance metrics and operating models.
• Develop and maintain service definitions for public and private cloud offerings.
• Oversee service operations for cloud-hosted and on-premise infrastructures, including compute, storage, backup, Linux/Wintel servers, databases, middleware, and Kubernetes.
• Lead key datacenter transformation and infrastructure optimisation projects, driving efficiency and cost savings.
• Manage application uptime and App operation AOM for our smooth business and IT operation.

Product & Software Asset Management

• Manage retained infrastructure product portfolios, including global budgeting, cost control, and lifecycle management to maintain applications across the globe
• Ensure software asset optimization, usage compliance, and financial efficiency across all contractual models.

Leadership & Strategy

• Support agile transformation within teams, guiding new operating models, roles, and structures.
• Partner with internal stakeholders to ensure infrastructure and cloud services evolve in line with business strategy.
• Cultivate a culture of innovation, agility, and adoption of new technologies and practices.
• Produce comprehensive service documentation, including target operating models, service designs, and process frameworks.
• Demonstrate strong leadership skills on the UD “Leading People” level, specifically:
• Excellent prioritisation skills and the ability to eliminate roadblocks

Skills & Competencies

• Strong technical understanding of modern datacenter and cloud ecosystems (VMs, storage, backup, OpenShift, middleware, etc.).
• Excellent negotiation, communication, and stakeholder management skills.
• Proven ability in decision-making, problem-solving, and strategic agility.
• Proven experience across the complete project lifecycle — from RFP/RFI to steady-state operations.
• ITIL-certified (or equivalent) with a focus on continuous service improvement and governance.

Financial, contractual and commercial management of services

• Forecasting and Budgeting: Develop accurate forecasts for future service volumes and costs, preparing annual budgets and tracking actuals to ensure financial control and transparency.
• Cost & Volume Oversight: Monitor service consumption and total costs, validate supplier invoices, and ensure necessary corrections for discrepancies.
• Capacity Management Support: Provide input and recommendations to Capacity Management teams based on usage trends, cost projections, and upcoming business requirements.
• Optimisation & Efficiency: Drive continuous volume and cost optimization initiatives to enhance financial performance and service efficiency.
• Resource Planning: Propose changes or additions to Resource Units in coordination with SDL to meet evolving operational needs.
• Commercial Negotiations: Participate in supplier negotiations for new or modified services, ensuring favourable terms, pricing models, penalty clauses, and service quality metrics.
• Investment Planning: Contribute to defining investment budgets for out-of-scope or special sites within the managed area.
• Contract Compliance: Review and validate complex one-time service requests to ensure alignment with contractual terms and cost structures.

Preferred Skills and Qualifications:

Extensive Experience: 15–20 years of global IT infrastructure, cloud, and application operations management, including oversight of large-scale, multi-site, and multi-factory environments across geographies.

• Technical Expertise: Strong background in outsourced IT infrastructure and partner management, with hands-on experience in application infrastructure and operational services.
• Leadership & Governance: Proven track record in directing, planning, and monitoring IS/IT services, steering large-scale projects and programs, and implementing effective governance frameworks.
• Global Leadership: Demonstrated ability to lead, develop, and coach teams in an international, cross-cultural context.
• Educational Background: Bachelor’s or Master’s degree in Engineering, Computer Science, or a related discipline from an accredited institution.
• Process & Standards Knowledge: Solid understanding of ITIL best practices and experience in driving service excellence and continuous improvement.
• Communication Skills: Exceptional communication, presentation, and stakeholder management abilities, with a strong capability to influence at DSIT organisational levels.