Service Delivery Manager - Newport Beach, CA
1 day ago
Job description
Job Title: Service Delivery Manager (Infrastructure Services)
Location: Newport Beach, CA
Duration: Full Time
Experience:
10+ years
Role Overview:
- The Service Delivery Manager (SDM) will be responsible for end to end delivery and governance of Infrastructure Services spanning Network, Data Center Operations (DCO), Cloud (AWS/Azure/GCP), and On Prem Server environments.
- This role is highly customer facing and requires strong relationship building skills, the ability to independently handle critical escalations, and a hands on mindset to drive operational excellence, continuous improvement, and account growth through value propositions.
Key Responsibilities:
Service Delivery & Operations:
- Own end to end service delivery across Network, DCO, Cloud, and On Prem infrastructure environments.
- Ensure services are delivered in line with SLAs, OLAs, and contractual commitments.
- Act as the single point of accountability for service performance, stability, and availability.
- Drive incident, problem, and change management, including Major Incident Management and Root Cause Analysis.
- Be hands on during escalations, independently coordinating technical teams and stakeholders until resolution.
Customer Relationship Management:
- Build and sustain trusted advisor relationships with customer stakeholders at operational and leadership levels.
- Lead service reviews, monthly governance calls, and QBRs, clearly articulating value and outcomes.
- Proactively manage customer expectations and ensure high customer satisfaction.
- Represent the service provider with confidence, clarity, and ownership.
Continuous Improvement & Value Creation:
- Identify service improvement opportunities, automation possibilities, and operational efficiencies.
- Define and propose value propositions such as optimization initiatives, modernization, cost reduction, and resilience improvements.
- Work closely with technical SMEs to convert ideas into actionable improvement roadmaps.
- Expand the service footprint in uncharted or under penetrated areas of the account.
Growth & Account Expansion:
- Partner with account and sales teams to support upsell, cross sell, and new service adoption.
- Identify gaps in current services and propose new solutions aligned to customer business goals.
- Support RFPs, proposals, and solution discussions with practical delivery insights.
Governance & Leadership:
- Lead cross functional teams (Network, Cloud, DCO, Server, Service Desk) to deliver integrated outcomes.
- Ensure strong governance, reporting, and risk management.
- Mentor delivery leads and engineers on customer mindset, quality, and accountability.
Required Skills & Experience:
Technical & Service Management:
- Strong experience managing Infrastructure Services:
- Network (LAN/WAN, Firewalls, Load Balancers)
- Data Center Operations (Compute, Storage, Backup)
- Cloud platforms (AWS, Azure, GCP)
- On Prem Servers (Windows/Linux, Virtualization)
- Solid understanding of ITIL processes (Incident, Problem, Change, Capacity, Availability).
- Ability to engage deeply during technical escalations and guide teams toward resolution.
Customer & Communication Skills:
- Excellent verbal and written communication skills.
- Proven ability to handle difficult conversations, escalations, and executive discussions.
- Strong stakeholder management and negotiation skills.
Leadership & Mindset:
- Ownership driven, proactive, and comfortable working with ambiguity.
- Strong analytical and problem-solving skills.
- Hands on approach with a continuous improvement mindset.
Preferred Qualifications:
- ITIL certification (Intermediate/Expert preferred).
- Cloud certifications (AWS/Azure/GCP – any level).
- Experience in managed services or large enterprise environments.
- Experience working with global delivery and 24x7 operations.
Success Metrics:
- SLA adherence and service stability.
- Customer satisfaction and relationship strength.
- Reduction in repeat incidents and escalations.
- Delivered improvements and measurable value.
- Growth in service scope and footprint within the account.
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