Chennai, Tamil Nadu
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
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