Global Service Delivery Manager

Role Summary

The Service Delivery Manager (SDM) IT Infrastructure is accountable for end-to-end delivery and operational governance of infrastructure programs and services across network projects, private cloud platforms, server and storage estates, and EUC refresh initiatives . This role ensures predictable outcomes across scope, schedule, cost, and quality while maintaining service stability and meeting SLA/OLA commitments . The SDM acts as the primary interface between customers, internal delivery teams, OEM/partners, and leadershipdriving governance, risk management, customer satisfaction, and continual improvement.

Key Responsibilities

1) Service Delivery & Operations Governance

• Own service delivery performance for assigned infrastructure services and projects, ensuring adherence to SLAs/OLAs/KPIs .
• Establish and run governance cadence: daily/weekly operational reviews, project steering meetings, monthly service reviews (MSR/QBR) .
• Lead incident, problem, and change governance for infrastructure domains, ensuring minimal disruption and strong root cause prevention.
• Ensure compliance with ITIL practices (Incident/Problem/Change/Release/Configuration/Service Level Mgmt).
• Drive stability and resilience outcomes: availability, capacity, performance, continuity, and security posture.

2) Infrastructure Project Delivery (Network / Cloud / DC / EUC)

• Manage delivery of infrastructure programs/projects such as:
• Network rollouts / upgrades / migrations (LAN/WAN/Wi-Fi, SD-WAN, firewall refresh, segmentation, NAC).
• Private cloud deployments/expansion (VMware/Hyper-V/OpenStack or equivalent), virtualization improvements, standardization.
• Server lifecycle projects (refresh, consolidation, DC migrations, hardware standardization).
• Storage projects (SAN/NAS refresh, tiering, replication, backup integration, performance tuning).
• EUC refresh (laptop/desktop lifecycle, imaging, packaging, rollout waves, migration, disposal, asset updates).
• Create/own project plans, delivery schedules, RAID logs, cutover runbooks, and deployment governance.
• Ensure effective coordination across infrastructure towers, vendors, and client stakeholders.

3) Customer & Stakeholder Management

• Act as the single accountable owner for customer-facing delivery conversations and escalations.
• Build strong relationships with customer IT leadership, site IT teams, and key business stakeholders.
• Translate customer needs into actionable delivery requirements and manage expectations transparently.
• Communicate status, risks, dependencies, and outcomes in an executive-ready manner.

4) Financial & Commercial Management

• Manage budgets, forecasting, and cost tracking for projects/services (CapEx/OpEx where applicable).
• Control service/project scope through change control and ensure commercial alignment.
• Validate vendor invoices, milestone sign-offs, and deliverables acceptance as per contract/SOW.
• Support renewals, service expansions, and proposals with delivery inputs and effort estimates.

5) Vendor / OEM / Partner Management

• Manage OEMs and partners (e.g., Cisco/HP/Dell/Lenovo/VMware/Microsoft and others as applicable).
• Ensure vendors meet timelines, quality expectations, documentation standards, and SLA obligations.
• Coordinate logistics for EUC/infra refresh (procurement alignment, dispatch, warranty/RMA, spares).

6) Reporting, Metrics & Continual Improvement

• Define and track metrics such as SLA attainment, incident trends, change success rate, project milestone adherence, backlog, CSAT.
• Produce weekly/monthly dashboards and exec summaries with clear narrative and actions.
• Drive process maturity: standard operating procedures, runbooks, knowledge articles, automation opportunities.
• Lead post-implementation reviews and embed lessons learned into future rollouts.

7) Risk, Security, Compliance & Audit Readiness

• Maintain and report risks, ensure mitigation plans are active and tracked to closure.
• Ensure compliance with security policies and standards (hardening, patching governance, access controls).
• Support audits and maintain evidence for delivery, change approvals, asset records, and configuration baselines.

Key Deliverables

• Service governance calendar (Ops reviews/MSR/QBR) and performance dashboards
• Project plans, RAID logs, cutover plans, implementation runbooks
• SLA/OLA compliance reports and improvement plans
• Vendor delivery governance and acceptance documentation
• Knowledge base artifacts, SOPs, standard templates
• Continuous improvement roadmap (automation, standardization, process maturity)

Required Skills & Competencies

Core Delivery & Leadership

• Strong service delivery ownership mindset and ability to run governance confidently.
• Excellent stakeholder management, negotiation, and escalation handling.
• Structured execution: planning, prioritization, dependency management, risk management.
• Ability to manage multiple concurrent infrastructure programs with tight timelines.

Technical Breadth (Infrastructure)

• Solid understanding of:
• Networking : LAN/WAN, routing/switching concepts, Wi-Fi, firewalls, VPN, SD-WAN (conceptual/operational).
• Private cloud / virtualization : VMware/Hyper-V concepts, clusters, capacity planning, provisioning, HA/DR basics.
• Servers : lifecycle, DC operations, patching, monitoring, OS provisioning concepts (Windows/Linux fundamentals).
• Storage & backup : SAN/NAS, replication, snapshots, backup integration and recovery concepts.
• EUC : device lifecycle, imaging, rollout planning, user migration, endpoint security tooling basics.
• Comfortable collaborating with architects/engineers; able to challenge plans and validate feasibility.

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