Global Service Delivery Manager

The Global Service Delivery Manager – Data is accountable for  end-to-end transition, stabilization, and run of Sodexo’s global data services  delivered through GBS. This role ensures that data platforms, pipelines, and analytics products are  operationally sound, cost-efficient, and scalable , enabling consistent service delivery across regions while supporting Sodexo’s  Global Data Hub operating model . This role acts as the  final accountability layer between build teams, business and Run teams  ensuring data services are production-ready and sustainably operated.

Work Location:

Mumbai / Gurgaon

Key Responsibilities:

1. Transition & Production Readiness (Core Accountability)
Own  transition of data platforms and data products  from build teams, SIs, and regions into GBS.
Define and execute  structured transition plans  covering:
Knowledge transfer
Support models (L2/L3)
Runbooks, SOPs, and operational KPIs
Lead  production readiness and Go-Live / Go-Run sign-off , challenging build teams on supportability.
Ensure monitoring, alerting, access, and DR procedures are in place before acceptance into BAU.
2. Global Run & Service Operations
Own  BAU operations  for global data services across Azure / Databricks platforms.
Ensure stable operation of  data ingestion, integration, transformation, and analytics workloads .
Lead  incident, problem, and change management  using ITIL-aligned practices.
Drive reduction of  incident volume, MTTR, and recurring failures  through root cause analysis.

3. Service Governance & SLA Management
Define, track, and report  SLAs, OLAs, and KPIs  for data services.
Establish clear  service ownership and RACI  across GBS, regions, and vendors.
Provide  transparent service reporting  to global and regional stakeholders.
Ensure compliance with  data governance, security, and audit requirements .

4. Vendor & AMS Management
Manage  run-mode vendors, AMS partners, and offshore/onshore teams .
Own  vendor performance, commercials, and SLA compliance .
Drive  cost-to-serve optimization  without compromising service quality.
Ensure smooth collaboration between  internal GBS teams and external partners .

5. Continuous Improvement & Run Optimization
Identify opportunities to  automate BAU operations , improve monitoring, and reduce manual interventions.
Standardize run practices across regions and data domains.
Support  platform upgrades, minor enhancements, and patches  in run mode.
Contribute to  platform reliability and resilience roadmap .

6. Stakeholder & Regional Engagement
Act as the  single accountable owner for run stability  for business and regions.
Partner closely with  Regional Data Hub Heads  to manage expectations and priorities.
Support onboarding of  new regions, domains, or data products  into GBS.
Build confidence and trust in  data availability and reliability .

Key Outcomes / Success Measures
Smooth and predictable  transition into BAU
High  platform availability and SLA adherence
Reduced incidents and operational risk
Clear ownership, documentation, and audit readiness
Improved  business trust and adoption of data platforms

Required Skills:

10to 12 years  of experience in  Data, Analytics, or Platform Service Delivery
Strong background in  GBS / Shared Services / Global delivery models
Proven experience managing  transition & run of enterprise data platforms
Experience operating  multi-region, multi-vendor environments
Prior exposure to  data governance, master data, and enterprise data hubs
Familiarity with Azure data ecosystem (Data Lake, Databricks, integration services)
Data pipelines, APIs, and analytics platforms
Monitoring, alerting, and operational tooling
ITIL / Service Management
Cost management and capacity planning for data platforms
Strong  operational rigor and execution mindset
Ability to challenge build teams on  supportability and run readiness
Mature stakeholder management at  senior leadership level
Calm, structured, and outcome-focused approach