Service Delivery Manager

Pre-requisition

•  Bachelor Degree in Computer Science, Computer Engineering or related discipline
• >8 years work experience in IT service delivery with min 3 years in cloud operations
•  Able to demonstrate strong leadership, excellent communication, and strong analytical skills to
• attend to detail.
•  Experience in managing enterprise clients and cross-functional teams.

Job Description:

Leadership & Strategy

•  Act as the Service Director's delegate when required, overseeing team priorities and
• strategic initiatives.
•  Drive cloud and service adoption strategies, aligning with business goals and customer needs.
•  Lead post-delivery operations including contract renewals, asset tracking, and
• maintenance reporting.

Cloud Service Delivery & Operations

•  Responsible for the delivery and operations of Broadcom VMware Private Cloud services,
• ensuring SLA compliance and system reliability.
•  Manage escalations and Severity 1 incidents, coordinating with internal teams and
• communicating with customers and stakeholders.
•  Monitor cloud infrastructure performance and proactively identify areas for optimization and
• automation.

Customer & Stakeholder Engagement

•  Serve as the primary escalation point for service issues and customer complaints.
•  Ensure transparent communication with customers throughout the escalation and resolution
• process.
•  Present monthly SLA summaries and service performance reports to clients.

Process Excellence & ITIL Adoption

•  Champion ITIL processes (Incident, Problem, Change) and guide the operations team in
• adoption and compliance.
•  Identify and implement process improvements and tool enhancements to support service
• delivery.
• Facilitate Service Improvement Plans and ensure continuous service enhancement.

Reporting & Governance

•  Prepare and present performance reports, improvement plans, and compliance metrics.
•  Oversee vendor management and ensure adherence to contractual obligations.
•  Collaborate with Infrastructure, Engineering, and Application teams to align service delivery with
• business needs.

Availability & Support

•  Provide on-call support for critical systems and networks.
•  Maintain disaster recovery readiness and ensure security and compliance across cloud
• environments (as required)