Infrastructure Service Delivery Manager

3 weeks ago

Hyderabad, India ATMECS Global Inc Full time

Role: Infra SDM (Service Delivery Manager)

 

Position: Full-Time

Job Location: HYD/BLR/CBE

Experience: 12-15 Years

Shifts: 24x7 (APAC / EMEA)

Mode of Work: Hybrid (For BENGALURU) / In-person 5 Days a week for Hyderabad and Coimbatore

CTC: up to 25 LPA

 

Job Summary:


The Service Delivery Manager (SDM) oversees all service delivery operations as defined in the scope of the Statement of Work (SOW). This role involves managing fluctuations in service volumes, providing technical leadership, and ensuring continuous improvement initiatives to enhance system availability, performance, and reliability. The SDM will work closely with the Airbnb Infrastructure Manager, Global IT Manager, and internal teams to ensure efficient and accurate communication of progress and address any delays.

 

What You’ll Do


Service Delivery Operations:


o Manage all service delivery operations by the defined scope of work.

o Plan and execute shifts to accommodate spikes and troughs in service volumes.

Technical Leadership:


o Provide technical leadership and oversee the creation and management of infrastructure plans and

standards.


Continuous Improvement:


o Facilitate systematic continuous improvement initiatives to enhance the availability, performance, and

reliability of systems.

o Escalate any new service requests outside the standard catalogue to the Airbnb Infrastructure Manager.

Communication and Reporting:


o Communicate progress and any delays efficiently and accurately to the Global IT Manager.

o Produce Operations Metrics Review and generate reports for weekly, monthly, and quarterly meetings.


Team Management:


o Facilitate NOC and SaaS admin teams on-boarding on customer IT Enterprise.

o Ensure adherence to the Governance and Escalation Matrix by both NOC and SaaS admin teams.

o Identify and address training requirements for both teams and facilitate corresponding training programs.


Incident and Problem Management:


o Guide the team leads in conducting bridge calls during critical incidents.

o Develop and enhance Incident Probing and Communication skills within the teams.

o Guide the teams in performing Functional Incident Manager and Problem Manager roles to drive incidents towards resolution and determine root causes.

Change Management:


o Guide the teams in performing the Functional Change Manager role.

o Validate attributes in the Change record and drive for authorization.

 

What are we looking for?


● Bachelor’s degree in a relevant field; Master’s degree preferred.

● Proven experience in service delivery management, preferably in a global IT environment.

● Strong technical background with expertise in infrastructure planning and standards.

● Excellent communication and leadership skills.

● Experience in facilitating continuous improvement initiatives.

● Familiarity with incident, problem, and change management processes.

● Ability to analyze and present operational metrics.

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