Service Delivery Manager

Experience: 17+ to 22+ years of IT Experience which must include 7-10 years of managing Global Customer as Service Delivery Manager for

Multiple accounts

Role Summary: Technical Service Delivery Lead to manage global Infrastructure Managed Services under the CIMS (The Technical Service Delivery Manager (SDM) plays a pivotal role in the CIMS (Customer Infrastructure Managed Services) Delivery Model, ensuring seamless, reliable, and high-quality delivery of IT Infrastructure services to global customers. This role governs multi-tower environments

Data Center, Cloud, End User Computing (EUC), Network, and Security?through a structured CIMS governance framework focused on operational excellence, service predictability, continuous improvement, and strong customer partnership.

Key Responsibilities (Aligned to Cloud and Infra Support Framework):

1. CIMS Service Governance & Delivery Excellence

• Own end-to-end infrastructure service delivery for assigned global accounts under the CIMS operating model.
• Implement and enforce governance cadence
• ?Daily Ops Review, Weekly Service Review, Monthly Service Review (MSR), and Quarterly Executive Business Reviews (EBR).
• Ensure SLAs, OLAs, KPIs, and contractual deliverables are consistently met across all infrastructure towers.
• Drive operational discipline through structured CIMS documentation, dashboards, scorecards, and adherence to MLG/ILG (Management Level Governance) practices.

1. Multi-Tower Infrastructure Management (Global)

• Oversee and govern all aspects of global IT infrastructure services:
• Data Center Services: Server, storage, virtualization, backups, DR, capacity, patching, resiliency.
• Cloud Services (Azure/AWS): Landing zones, identity, governance, cost management (FinOps), monitoring, security.
• End User Computing (EUC): Endpoint management (Intune/SCCM), patching, device lifecycle, M365 services, VDI.
• Network Services: WAN/LAN, SD-WAN, VPN, firewalls, load balancers, monitoring, DNS/DHCP/IPAM.
• Security Services: Vulnerability management, identity, access, SOC coordination, policy compliance.
• Ensure all towers follow process maturity, runbooks, SLAs, service readiness, and customer communication standards.

1. Customer Relationship & Global Engagement Management

• Act as the trusted advisor for customer leadership and technical teams.
• Manage escalations, expectation management, and proactive communication on service performance and improvement plans.
• Ensuring high CSAT
• Identify and deliver Transformation Initiatives under the CIMS framework?automation, standardization, consolidation, and modernization.
• Build and maintain CSI Plans with measurable KPIs and clear business outcomes.
• Lead cross-tower improvement initiatives and enforce structured delivery using Lean IT and process automation.
• Coordinate multi-tower engineering teams across regions (follow-the-sun model).
• Manage and govern OEMs, MSPs, and third-party vendors ensuring compliance with CIMS KPIs and service standards.

Required Skills & Experience:

• Strong technical understanding across Data Center, Cloud (Azure/AWS), Network, Security, and EUC.
• Hands-on experience running global service operations in a structured managed services model like CIMS/ITIL/MSP.
• Strong communication, executive reporting, stakeholder management, and escalation handling.