Senior Service Delivery Manager

Experience:

Location:

Employment mode:

Role Summary

We are looking for a highly accomplished Senior Manager – Service Delivery with 15+ years of

experience in IT Infrastructure and VMware technologies, including leadership of multi-customer

service delivery programs. The ideal candidate will have strong technical expertise in on-premise and cloud-based virtualization platforms, proven experience managing and mentoring a team of Service Delivery Managers (SDMs), and the ability to drive operational excellence, customer satisfaction, and continuous service improvements across enterprise environments.

This role requires strategic oversight, customer management, delivery governance, and program-level coordination to ensure services are delivered effectively and aligned with organizational and client business objectives.

Key Responsibilities:

Program-Level Service Delivery Leadership:

• Oversee end-to-end service delivery operations for multiple customers across the infrastructure services portfolio.
• Provide program-level governance across service towers (Compute, VMware/Virtualization, Storage, Network, Backup, Cloud, etc.).
• Define service performance standards, ensure SLA adherence, and drive continual service improvements.
• Establish and maintain a strong governance framework, including cadence calls, steering committees, and executive reviews.

Leadership & Team Management:

• Lead, mentor, and develop a team of Service Delivery Managers, ensuring consistent performance, accountability, and career growth.
• Drive performance management, workload distribution, and operational oversight for SDMs supporting diverse clients.
• Foster collaboration between delivery teams, engineering, and operations to ensure seamless service execution.
• Build a culture of customer focus, service excellence, and operational discipline. Customer Relationship & Stakeholder Management
• Act as the senior point of escalation for customers, ensuring timely resolution of issues and high customer satisfaction.
• Build and maintain strong relationships with client leadership and stakeholders, serving as a trusted advisor on infrastructure services and strategy.
• Conduct customer meetings, QBRs, operational reviews, and roadmap discussions to align services with business goals.

Technical Leadership – IT Infrastructure & VMware:

• Provide strategic and operational oversight for IT infrastructure technologies, including:
• VMware vSphere, ESXi, vCenter, VMware Cloud
• Virtualized environments, cluster management, capacity planning
• Data center operations, compute, storage, network, backup
• Cloud platforms (Azure/AWS) and hybrid infrastructure
• Guide technical teams on best practices for scalability, performance, and high availability.
• Support major incident escalations, root cause analysis, and infrastructure optimization initiatives.

Service Excellence & Operational Governance:

• Drive operational KPIs (SLA, OLA, MTTR, CSAT, backlog, change success rate).
• Lead and review critical incidents, ensuring effective communication and timely restoration.
• Oversee RCA reviews, problem management initiatives, and long-term preventive actions.
• Ensure documentation, SOPs, service catalogs, and runbooks are current and aligned with delivery standards.

Financial & Contract Management:

• Oversee budgets, resource planning, cost optimization, and operational efficiencies.
• Ensure contract compliance, track service consumption, and contribute to renewals, upsells, and expansions.
• Work with finance and business teams to track billing, forecasts, and service profitability.

Continuous Improvement & Transformation:

• Drive modernization efforts including automation, cloud adoption, monitoring enhancement, and capacity optimization.
• Identify opportunities to streamline operations across multiple customer programs.
• Lead initiatives to improve delivery quality, operational maturity, and team capabilities.

Required Skills & Experience:

• 15+ years of experience in IT Infrastructure Operations and Service Delivery Management.
• Strong technical background in VMware technologies (vSphere, ESXi, vCenter, clusters, HA/DRS) and data center infrastructure.
• Experience with cloud technologies (Azure, AWS, VMware Cloud, hybrid environments).
• Proven success managing multi-customer delivery programs with end-to-end accountability.
• 5+ years leading Service Delivery Managers or equivalent leadership roles.
• Strong understanding of ITIL frameworks (Incident, Problem, Change, Service Level Management).
• Experience managing major incidents, RCA governance, and service transformation projects.
• Excellent communication, executive presence, and customer-facing capability.

Preferred Qualifications:

• Bachelor’s degree in Engineering, Computer Science, or related field; MBA is a plus.
• ITIL Expert / ITIL Intermediate certification (highly preferred).
• VMware certifications (VCP, VCAP) or cloud certifications (Azure/AWS) are advantageous.
• Experience in managed services, data center operations, or large enterprise environments.

Key Competencies:

• Strong leadership and people management skills.
• Ability to manage multiple customer programs with strategic clarity.
• Exceptional stakeholder management and escalation handling.
• Analytical mindset with strong problem-solving capabilities.
• High adaptability, resilience, and focus on service quality.
• Strong organizational, communication, and presentation skills.