Service Delivery Manager (Hyperscalers) Permanent
The IT Service Delivery Manager (ITSDM) is responsible for ensuring the efficient and effective delivery of IT services to meet business needs within a multi-cloud environment. This role oversees service management processes, ensures high customer satisfaction, and aligns IT service delivery with organizational goals. The ITSDM works closely with internal teams, vendors, and stakeholders to drive service excellence, optimize performance, and improve IT operations across on-premises, Oracle Cloud Infrastructure (OCI), and Google Cloud Platform (GCP).
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.
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Qualifications and Education Requirements
- Bachelor’s degree in IT, Computer Science, or related field (Master’s preferred).
- 15+ years of experience in IT Service Management, IT Operations, or a similar role.
- Expertise in multi-cloud environments, particularly OCI and GCP.
- Strong understanding of ITIL frameworks, ITSM tools (e.g., ServiceNow, BMC Remedy), and IT governance best practices.
- Experience in managing IT support teams and vendors in a multi-cloud or hybrid IT environment.
- Strong understanding of OCI IAM, GCP IAM, networking, security policies, and cloud automation.
- Excellent problem-solving, analytical, and decision-making skills.
- Strong leadership, communication, and stakeholder management abilities.
- Experience with incident management, change management, and IT project management.
- Certifications in OCI and GCP (e.g., OCI Architect Professional, Google Professional Cloud Architect) are highly desirable.
Preferred Qualifications:
- Knowledge of cybersecurity, compliance frameworks, and disaster recovery planning.