Job Summary

The Service Delivery Manager (SDM) is responsible for end‑to‑end delivery, operations, and governance of all in scope services and service towers including Data Centre, Cloud Infrastructure services, Compute, Storage, Backup, Database, Network & Security and Digital workplace services. The role ensures Governance, Contractual compliance, SLA compliance, operational excellence, cost optimization, risk management, and continuous service improvement while acting as the primary customer interface.

Key Responsibilities

Service Delivery & Operations

• Own end‑to‑end service delivery for Hybrid Cloud and Digital workplace services
• Drive Periodic governance and review meetings with customer
• Ensure adherence to SLAs, OLAs, KPIs, and contractual commitments
• Drive incident, problem, change, and release management as per ITIL
• Oversight on Major Incident Management (MIM) and RCA reviews
• Ensure service availability, capacity, performance, and continuity

Data Centre Management

• Manage on Prem / colocation Data Centre operations
• Oversee compute (servers), storage (SAN/NAS), backup systems, and network dependencies
• Coordinate with OEMs and vendors (HPE, Dell, IBM, NetApp, EMC, etc.)
• Support DC migrations, refresh programs, and DR readiness

Cloud Platform Management

• Manage Cloud Infrastructure services across AWS / Azure / GCP
• Ensure compliance with security, audit, and regulatory standards
• Ensure Ops hygiene, Value adds and continual service improvements
• Drive cloud cost optimization (FinOps) and resource utilization
• Oversee provisioning, monitoring, optimization, and governance

Storage & Backup

• Own enterprise storage platforms (SAN, NAS, Object Storage)
• Manage backup and recovery solutions (Veeam, NetBackup, Commvault, etc.)
• Ensure backup success rates, restore SLAs, and DR testing
• Capacity planning and lifecycle management

Database Services

• Manage delivery of Database platforms (Oracle, SQL Server, MySQL, PostgreSQL, MongoDB, etc.)
• Ensure availability, patching, upgrades, performance tuning (via DBA teams)
• Coordinate database support for production, DR, and migrations

Governance & Stakeholder Management

• Act as single point of contact for customers and internal stakeholders
• Lead service reviews, operational reviews, and executive governance calls
• Manage escalations and customer communications
• Ensure audit readiness and compliance (ISO, SOC, ITGC, etc.)

Team & Financial Management

• Lead multi‑tower technical teams (DC, Cloud, Storage, DB)
• Resource planning, skill management, and performance tracking
• Manage budgets, cost controls, invoices, and forecasting
• Driving automation and continuous improvement initiatives

Skill Profile:

• Experience of managing multi-site IT or multi-service tower support teams.
• Own end‑to‑end service delivery for DWP, Data Centre and Cloud Infrastructure services
• Experience of managing cross functional teams.
• Able to coach and develop Leads/team members in implementing service management standards and processes.
• Builds and maintains strong stakeholder relationships.
• 5+ years' experience of managing IT Service Delivery for hybrid cloud environments and cross functional teams for 1000+ end users.
• ITIL Certificate in Managing Across the Lifecycle or equivalent level
• Prince 2 or PMP Project Management Experience
• Experience of Service Management Platform.
• Cloud or DC or Network or EUC or Security certification

Skill Requirements

Experience: 15 to 18 Years of Relevant Industry Experience

Other Requirements