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 leadership—driving 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/Q ).
- 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/Open Stack 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 (Cap Ex/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…