Service Delivery Manager (Hybrid Infrastructure)
Core Objective
To lead the end-to-end delivery of IT services across on-premises data centers and cloud platforms. You will be responsible for maintaining service excellence, managing vendor relationships, overseeing technical migrations, and ensuring that IT infrastructure scales according to business needs while remaining financially optimized.
You Will:
1. Service Strategy & Operations
- SLA Management: Define, monitor, and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for both physical and virtual environments.
- Incident & Problem Management: Act as an escalation point for major incidents. Lead Root Cause Analysis (RCA) sessions to prevent recurrence across hybrid stacks.
- Change Governance: Oversee the Change Advisory Board (CAB) process to ensure that updates to on-prem hardware or cloud configurations do not disrupt business continuity.
2. Hybrid Infrastructure Oversight
- On-Prem Maintenance: Manage the lifecycle of physical servers, storage (SAN/NAS), and networking gear. Oversee data center facilities (cooling, power, racking).
- Cloud Governance: Ensure cloud resources are tagged correctly, security groups are compliant, and zombie resources are decommissioned.
- Disaster Recovery (DR): Design and test failover strategies between on-prem sites and the cloud to guarantee a low Recovery Time Objective (RTO).
3. Financial & Vendor Management
- FinOps: Monitor cloud consumption (OpEx) to prevent bill shock. Implement Reserved Instances or Savings Plans where applicable.
- Asset Management: Track hardware depreciation and maintenance contracts (CapEx).
- Third-Party Oversight: Manage relationships with ISPs, hardware vendors (e.g., Dell, HP), and Cloud Service Providers (CSPs).
4. Continual Service Improvement (CSI)
- Modernization: Identify workloads on-premises that are candidates for Lift and Shift or Refactoring to the cloud.
- Automation: Promote Infrastructure as Code (IaC) to standardize deployments and reduce manual human error.
You Bring:
7+ years in IT Service Management (ITSM), with at least 3 years in a hybrid cloud environment.
Technical Knowledge
Familiarity with VMware/Hyper-V, Nutanix, AWS/Azure/GCP, and Networking (VPNs, Direct Connect/ExpressRoute).
Certifications
ITIL v4 Foundation/Intermediate (Required), AWS Cloud Practitioner or Azure Fundamentals (Preferred).
Soft Skills
Stakeholder management, crisis communication, and T-shaped analytical thinking.
