DC Service Delivery Manager

About the role

The Service Delivery Manager will oversee the end-to-end delivery and governance of a GPU managed services engagement. Acting as the primary customer contact, this role will manage service performance, transition, commercial and contract governance, risk, and overall service outcomes while leading the delivery organization.

Key responsibilities

• Own end-to-end service delivery and serve as the primary customer contact and escalation authority for the engagement.

• Lead service transition and onboarding from project kick-off through steady state, including knowledge transfer and hypercare activities.

• Chair governance forums, including weekly operational reviews, monthly service reviews, and quarterly business reviews.

• Prepare and present governance reports covering service performance, risks, actions, and key engagement metrics.

• Manage contract performance, including SLA attainment, service credits, scope and change control, invoicing inputs, and resource utilization against the agreed staffing plan.

• Own the engagement risk register, business continuity planning, compliance activities, and audit readiness.

• Lead and develop the delivery organization, including recruitment, skills development, retention, and succession planning for critical roles.

• Drive continual service improvement, innovation, and automation initiatives in collaboration with customer stakeholders.

• Manage relationships with key suppliers, OEMs, and technology partners as required.

• Ensure effective coordination across infrastructure and service delivery functions to achieve overall service outcomes.

About you

• 12–15 years of experience in IT service delivery, infrastructure management, or managed services, with significant experience leading large-scale infrastructure or data center engagements.

• Proven experience managing SLA and contractual performance, including commercial and service governance.

• Experience leading large-scale infrastructure/data center managed services with responsibility for service and financial/P&L performance.

• Strong experience in transition and transformation management across multi-tower environments, including compute, network, storage, and end-user services.

• Strong executive stakeholder management and customer-facing communication skills.

• Experience managing contracts, commercial governance, suppliers, and OEM relationships.

• Experience leading delivery teams, including resource planning, recruitment, team development, and performance management.

• Exposure to GPU/AI infrastructure delivery, including GPU/DGX cluster deployment, liquid cooling, and InfiniBand networking.

• Experience working with local delivery teams in Indonesia.

• Fluent in Bahasa Indonesia and English, both written and verbal.