Service Delivery Manager

Key Responsibilities

The Service Delivery Manager (SDM) is established as the contractual service owner, acting as the single point of accountability for end-to-end service performance across all domains. This role is critical for driving a shift from reactive support to proactive and preventive operations across hybrid cloud and on-premises environments, ensuring stability, strict compliance with contractual obligations, and continuous value demonstration for enterprise clients. Contractual Service Ownership & SLA Accountability: Act as the single point of accountability for end-to-end service performance and strict contractual compliance, including tracking SLA breaches and managing commercial alignment, scope, and cost risks. Hybrid Boundary & Stakeholder Management: Enforce service boundaries and RACI alignment, coordinating resolution efforts with internal technical teams, CSP (GCP, AWS, Azure, Alicloud), and third-party vendor teams across the hybrid infrastructure. Proactive Operations & Capacity Planning: Drive a shift from reactive to predictive operations by leading capacity planning, performance tuning, and preventive maintenance for both on-premises and cloud resources to mitigate service degradation. Change, Risk & Incident Governance: Govern the end-to-end Change Management process, maintain the risk register, and serve as the final escalation point, authorizing rapid decision-making and resource mobilization during critical P1/P2 incidents. Compliance, Reporting & Knowledge Management: Lead executive service reviews (MSR/QBR), ensuring compliance with security and regulatory standards, and governing the maintenance of all operational documentation and knowledge base content for audit readiness. Day to Day Activities Service & Commercial Oversight: Conduct daily service checks and track SLA/KPI compliance, while regularly flagging commercial risks, scope creep, and resource over-utilization. Hybrid Stakeholder Coordination: Lead daily stand-ups and manage communication across internal technical teams, CSPs (GCP, AWS, Azure, Alicloud), and third-party vendors to enforce service boundaries and drive resolution. Proactive Operations Execution: Lead periodic reviews for capacity planning, performance tuning, and preventive maintenance to shift operations from reactive to predictive. Incident & Change Governance: Act as the final escalation point, authorizing rapid decision-making (P1/P2 incidents), and governing the end-to-end Change Management process and risk register maintenance. Reporting & Knowledge Governance: Prepare performance reports for mid-management, lead executive service reviews (MSR/QBR), and ensure all operational knowledge is compliant and audit-ready. Required Qualifications Experience: Proven experience in a customer-facing operations or service management role, with a strong emphasis on contractual and commercial management within complex hybrid cloud environments or on-premise IT infrastructure. Hybrid Cloud Acumen: Strong understanding of hybrid cloud environments and managed service principles, with deep expertise in on-premises IT infrastructure (HPE, Dell, IBM, Huawei) and across CSPs (GCP, AWS, Azure, Alicloud). Process Mastery: Demonstrated expertise in Incident and Problem Management processes and driving resolver group compliance. Operational Flexibility: Preparedness to work in shifts, including after-office hours and weekends, to ensure 24/7 continuous support coverage for regional customers. Certifications: ITIL Foundation Certification or equivalent Service Management certification, supporting the role's focus on Process Mastery. Good to have GCP Associate Cloud Engineer or AWS Certified Solutions Architect – Associate or equivalent certification in a public cloud platform (Azure/Alicloud), reflecting the multi-cloud operational environment.