Service Delivery Manager (Hyperscalers)

SWATX

Role and Responsibilities

• Service Delivery & IT Operations Management:
  • Oversee the end-to-end delivery of IT services, ensuring SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) are met across on-prem, OCI, and GCP environments.
  • Manage IT support teams (Service Desk, Infrastructure, Applications, etc.) to deliver high-quality technical support and services.
  • Develop, implement, and maintain ITIL-based service management processes (Incident, Problem, Change, and Release Management).
  • Monitor IT service performance and implement continuous improvement initiatives.
  • Ensure seamless integration and service orchestration between on-prem, OCI, and GCP.
• Stakeholder Management:
  • Act as the primary point of contact for business units regarding IT services and escalations.
  • Work closely with internal and external teams to ensure seamless service integration.
  • Manage vendor relationships for cloud service providers (OCI, GCP) and third-party MSPs.
• IT Service Continuity & Security Compliance:
  • Ensure compliance with IT security policies, data protection regulations, and industry best practices.
  • Conduct risk assessments and proactively mitigate IT service risks.
  • Implement and enforce security best practices for OCI and GCP environments.
• Strategic Planning & Process Improvement:
  • Identify opportunities for automation, process optimization, and cost reduction within IT operations.
  • Align IT services with business objectives by working closely with leadership and IT teams.
  • Lead IT projects related to service delivery enhancements and digital transformation.
  • Develop and implement cloud governance models for OCI and GCP.
• Performance Monitoring & Reporting:
  • Track and report on IT service performance metrics, incident trends, and root cause analyses.
  • Provide regular reports and insights to senior management on IT service performance.
  • Ensure end-user satisfaction by conducting surveys and feedback assessments.
  • Utilize cloud-native monitoring tools (OCI Logging, Google Cloud Operations Suite) for proactive incident management.
• Leadership & Team Management:
  • Lead, mentor, and develop IT service teams to enhance technical and customer service skills.
  • Drive a culture of service excellence and continuous improvement within the IT department.
  • Conduct training programs to enhance IT service management knowledge across teams.