Client Delivery Manager (Infrastructure & Cloud Services)

Role Summary

The Client Delivery Manager (CDM) isresponsible for end-to-end service delivery governance across globalinfrastructure, cloud, network, unified communications, and cybersecurityenvironments. The role ensures contractual SLA/KPI achievement, operationalexcellence, financial governance, stakeholder satisfaction, and continuous serviceimprovement.

The CDM acts as the primary interface betweenclient stakeholders, executive leadership, managed service partners, andcross-functional technical teams, ensuring seamless service operations alignedto business objectives.

Key Responsibilities

1. End-to-End ServiceDelivery Ownership

Own overall service delivery for enterpriseinfrastructure covering:

. Cloudplatforms (Azure, AWS)

. Network(LAN/WAN, SD-WAN, firewalls, routing, switching)

. Security(SASE, FWaaS, ZPA, ZIA, PAM, SIEM)

. UnifiedCommunications (Cisco, Avaya, Microsoft Teams)

. Ensurealignment with contractual commitments, SLAs, OLAs, KPIs, and regulatorystandards.

. Driveservice reliability, performance optimization, and operational resilience.

2. Client &Executive Stakeholder Management

Serve as primary escalation point for majorincidents and delivery risks.

Conduct:

. MonthlyService Reviews (MSR)

. QuarterlyBusiness Reviews (QBR)

. Translatetechnical metrics into executive-level business insights.

. Buildtrusted relationships with C-level stakeholders and business leaders.

. Managecustomer satisfaction and long-term strategic partnerships.

3. Governance, Risk& Compliance

Lead service governance framework acrossglobal multi-region operations.

Own Major Incident Management and chair RCA(Root Cause Analysis) reviews.

Drive proactive risk mitigation and servicecontinuity strategies.

Ensure adherence to cybersecurity frameworkssuch as:

. NIST

. ISO27001

. SOC2

. PCI-DSS

. MITREATT&CK

. Ensurecompliance with audit, security, and regulatory requirements.

4. Financial & Commercial Management

Manage service financials including:

. Budgeting& forecasting

. OPEX/CAPEXgovernance

. Vendorcost optimization

. Resourcecapacity planning

. Collaboratewith procurement for contract optimization and commercial improvements.

. Trackfinancial utilization and profitability of managed services.

5.Vendor & Managed Services Governance

Govern third-party vendors and global serviceproviders.

Implement vendor scorecards and performancebenchmarking.

Conduct contractual compliance reviews.

Ensure accountability and continuous serviceimprovement from partners.

6. OperationalExcellence & Continuous Improvement

Lead Continuous Service Improvement (CSI)initiatives.

Drive automation, monitoring enhancements, andservice health dashboards.

Improve SLA performance and reduce incidentrecurrence.

Optimize operational runbooks and SOPstandardization.

7. Team Leadership& Delivery Management

Lead cross-functional global delivery teamsacross APAC/EMEA/Global regions.

Oversee 24×7 operational support models.

Mentor delivery leads and technical engineers.

Foster high-performance culture andaccountability across teams.

RequiredQualifications

12-15+ years of experience in ITInfrastructure, Network, Cloud, and Security delivery.

5+ years in Service Delivery / Client Delivery/ Infrastructure Leadership roles.

PreferredCertifications

. CISSP

. CCIE/ CCNP Enterprise

. ITILFoundation (or higher)

. Azure(AZ-700 or equivalent)

. VMware/ Checkpoint / CEH (advantageous)

Technical Expertise

. Cloud,Microsoft Azure,AWS

. Network& Security

. Cisco(FMC, Prime, UCC)

. PaloAlto, Checkpoint

. SASE,FWaaS, ZPA, ZIA

. CyberArk(PAM)

. SIEMtools (QRadar)

. Vulnerabilitytools (Nessus, Qualys, CrowdStrike)

. Monitoring& Management

. SolarWinds

. LogicMonitor

. ManageEngine

. WhatsUpGold

. FortiManager/ Panorama

. UnifiedCommunications

. CiscoCollaboration

. Avaya

. IPCTurret Technologies

Key Competencies

. Executivecommunication & stakeholder influence

. Crisis& escalation management

. Strategicthinking & delivery governance

. Financialacumen & cost optimization

. Riskmanagement & service continuity planning

. Cross-functionalteam leadership

. Customer-centricmindset