Job Title: IT Infrastructure Service Delivery Manager

Location: Pune, Maharashtra (Hybrid Work)
Job Type: Full-time
Benefits: Flexible schedule, hybrid/remote work environment, work-life balance

About Accelya

For over 40 years, Accelya has been a trusted partner in driving transformation across the airline industry. From simplifying financial and commercial processes to enabling airlines to regain control through innovative digital solutions, Accelya collaborates closely with IATA and other partners to shape the future of air travel.

Key Duties & Responsibilities

• Ensure IT infrastructure services are delivered on-time, within budget, and meet required functional and quality specifications.

• Forecast, manage, and report on infrastructure service performance while tracking deviations, risks, issues, and changes using company-approved tools and processes.

• Handle IT service escalations by combining business impact analysis with technical evaluations via subject matter experts.

• Collaborate with resource managers to assemble skilled ad-hoc teams as per project or incident requirements.

• Provide regular dashboards and status reports to executive leadership and key stakeholders.

• Develop and execute service delivery plans focused on improving internal customer experience, adoption, satisfaction, and health scores.

• Identify service improvement opportunities, evaluate alternatives, and implement solutions post-approval.

Capabilities & Competencies for Success

• Experience in ITSM/ITIL environments is essential. Exposure to Agile, Waterfall, or Hybrid methodologies is a plus.

• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Visio, Outlook, etc.); experience with ServiceDesk+ is an advantage.

• Demonstrated ability to manage multiple workstreams and coordinate teams of 10+ members.

• Strong influence and collaboration skills across different roles and seniority levels.

• Background in project or service management; adept at dealing with diverse roles and business functions.

• Solid understanding of IT infrastructure, including servers, storage, networking, cloud technologies, security, and databases.

• Strong problem-solving and conflict resolution capabilities under pressure.

• Excellent communication skills (both written and verbal) in English; Spanish proficiency is a plus.

• Analytical and process-driven mindset with the ability to juggle tasks across different stages of completion.

• Active listener and team player with empathy, assertiveness, and a mindset focused on continuous learning.

What We Offer

• An open and intellectually stimulating work culture

• Flexible working hours

• Hybrid remote/office working environment

• A healthy work-life balance

• A dynamic and multicultural team environment

• Opportunities to make a real impact in shaping the future of air transport

What does the future of air transport look like to you?
Whether you're a seasoned aviation professional or bring experience from other industries, Accelya welcomes your ambition and passion for innovation. Let’s shape the future of the industry — together.

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