Site Lead

JOB DESCRIPTION Service Delivery Manager (Site Lead) - Data Centre Operations – Infra & Network Department Managed Services – Service Delivery & Governance Reports To Program Head Functional Collaboration (No Direct Reporting): Infrastructure Manager Network Manager SRE Manager Customer Technology Teams OEM/Vendors Role Purpose The Service Delivery Manager (SDM) is accountable for end-to-end service delivery, customer governance, operational governance and service assurance for the assigned Data Centre(s). The SDM acts as the single point of contact for customer engagement, service performance, SLA compliance, operational risk, executive communication and cross-functional coordination. Technical resources report functionally to the respective Technical Managers. The SDM governs service delivery by coordinating Infrastructure, Network and SRE engineering teams to ensure contractual commitments, operational excellence and customer satisfaction. Key Responsibilities 1. Customer Relationship Management Primary operational interface for customer management. Build trusted relationships with customer stakeholders. Lead Daily Operations Reviews. Lead Weekly Operations Reviews. Conduct Monthly Governance Meetings. Conduct Quarterly Business Reviews. Manage customer escalations. Drive customer satisfaction initiatives. Ensure timely communication during planned and unplanned activities. 2. Service Delivery Governance Own and govern: Service Level Agreements (SLA) Operational Level Agreements (OLA) KPI achievement Service availability Service quality Capacity reviews Operational risk Customer commitments Continual Service Improvement (CSI) Ensure agreed service levels are consistently achieved across all technology domains for assigned Data Centre Infra & Network. 3. Operational Governance Coordinate execution across teams Infrastructure Network SRE to ensure Incident resolution Planned maintenance Change implementation Patch execution Preventive maintenance Service requests Operational readiness The SDM governs execution but does not directly manage Technical resources. 4. Major Incident Management Act as the Incident Commander during Priority-1 and Priority-2 incidents. Responsibilities include Participate in bridge calls Coordinating technical teams Managing executive communication Providing customer updates Tracking restoration activities Driving service recovery Leading post incident reviews 5. Change & Release Governance Chair operational CAB meetings. Review implementation readiness. Validate rollback plans. Assess business impact. Coordinate change execution across technical teams. Monitor post-implementation stability. 6. Audit, Risk & Compliance Lead operational governance for Internal audits Customer audits Regulatory compliance Security compliance CAPA tracking Operational risk reviews Ensure audit observations are addressed within agreed timelines. 7. Service Reporting & Governance Review and present SLA Reports KPI Dashboards Availability Reports Incident Trends Problem Trends Capacity Reports Patch Compliance Change Success Rate Risk Register CSI Progress Present executive dashboards to customer management. 8. Cross Functional Coordination Coordinate with Infrastructure Manager Network Manager SRE Manager Vendors Customer Application Teams to ensure seamless service delivery across all Data Centres. 9. Continual Service Improvement Drive Operational improvements Process optimization Governance maturity Service automation adoption Operational efficiency Customer experience improvements Technical & Domain Knowledge The Service Delivery Manager shall possess broad technical knowledge across enterprise infrastructure technologies together with deep hands-on experience in at least few key technology domains. The role is expected to understand technology sufficiently to assess operational risks, challenge technical decisions, review RCA quality, evaluate change impact and effectively engage with customer technical leadership. Preferred Technical Experience Infrastructure Hands-on experience in one or more of Linux VMware Enterprise Storage Backup Technologies Server Platforms High Availability Clusters Disaster Recovery Network Hands-on experience in one or more of Cisco Data Centre Technologies Cisco ACI LAN/WAN Routing & Switching Firewalls Load Balancers DNS/DHCP Network Monitoring Platform & SRE Working knowledge of Monitoring Platforms Automation Scripting Concepts Kubernetes OpenStack Infrastructure as Code Reliability Engineering Capacity Management Security Working knowledge of Patch Management Vulnerability Management PAM Endpoint Security SIEM Security Compliance OS Hardening ITSM & Service Operations Strong working knowledge of Incident Management Problem Management Change Management Event Management Release Management Configuration Management Capacity Management Availability Management Service Continuity Experience Mandatory 15+ years of experience in Enterprise IT Infrastructure / Network Managed Services. Minimum 8–10 years of hands-on technical experience in at least one enterprise technology domain (Infrastructure, Network Operations) and working knowledge of other domain before moving into Service Delivery leadership. Minimum 5 years managing mission-critical enterprise service delivery. Experience managing multi-vendor and multi-data-centre environments. Experience in Banking, Financial Services, Payments or other highly regulated industries is preferred. Experience managing customer-facing governance in 247 operations. Preferred Technology Exposure Candidates should have working exposure to technologies similar to: Infrastructure Linux (RHEL/Ubuntu) VMware vSphere OpenStack Kubernetes Enterprise Storage Backup Solutions Network Cisco Nexus Cisco ACI Fortinet F5 SD-WAN Monitoring & Tools BMC Remedy / Helix BMC TSSA TSNA VMware Aria / vROps Prometheus Grafana Enterprise Monitoring Platforms Security Vulnerability Assessment Patch Management PAM SIEM Endpoint Security Behavioural Competencies Executive Presence Customer Management Leadership Decision Making Crisis Management Stakeholder Management Negotiation Skills Conflict Resolution Analytical Thinking Communication & Presentation Coaching & Mentoring Collaboration Certifications Mandatory ITIL v4 Foundation (minimum) Preferred ITIL Managing Professional PMP / PRINCE2 Lean Six Sigma Green Belt VMware / Cisco / Kubernetes / OpenStack certifications (any one domain) Key Performance Indicators Customer CSAT Executive Escalations Governance Effectiveness Service SLA Compliance MTTR Service Availability Change Success Rate Major Incident Recovery Operations Audit Compliance CSI Delivery Capacity Planning Effectiveness Operational Risk Reduction Service Reporting Accuracy Decision Authority The Service Delivery Manager is empowered to: Prioritize operational activities based on business impact. Declare and lead Major Incident bridges. Escalate technical issues to the respective Technical Managers. Approve operational governance actions and customer communications. Chair service review meetings and governance forums. Recommend service improvements and operational process changes. The Service Delivery Manager is not responsible for engineering standards, technical architecture, technical resource management or Technical team performance appraisals, which remain under the respective Technical Managers.