Global Service Delivery Manager

Role Summary The Service Delivery Manager (SDM) – IT Infrastructure is accountable for end-to-end delivery and operational governance of infrastructure programs and services across network projects, private cloud platforms, server and storage estates, and EUC refresh initiatives . This role ensures predictable outcomes across scope, schedule, cost, and quality while maintaining service stability and meeting SLA/OLA commitments . The SDM acts as the primary interface between customers, internal stakeholders, and IT teams to ensure effective communication, issue resolution, and continuous improvement. Key responsibilities include: • Developing and implementing infrastructure strategies, roadmaps, and plans in collaboration with stakeholders • Collaborating with cross-functional teams to design, build, test, and deploy infrastructure solutions • Providing technical guidance and oversight to ensure compliance with organizational standards, policies, and best practices • Managing and resolving infrastructure-related issues and incidents • Coordinating with vendors, suppliers, and partners to negotiate contracts, manage relationships, and ensure service delivery • Maintaining accurate records of infrastructure performance, availability, and capacity • Developing and managing budgets for infrastructure programs and services • Identifying opportunities for process improvements and implementing changes as needed • Ensuring compliance with organizational policies, procedures, and regulatory requirements • Providing regular status updates to stakeholders and management • Collaborating with IT teams to develop and implement service level agreements (SLAs) and operational level agreements (OLAs) • Developing and maintaining relationships with key stakeholders, including customers, vendors, and partners • Staying up-to-date with industry trends, technologies, and best practices in infrastructure management • Participating in IT governance committees and working groups as required • Providing input to the development of IT policies, procedures, and standards • Collaborating with other SDMs to share knowledge, best practices, and lessons learned • Developing and implementing training programs for IT staff on infrastructure-related topics • Ensuring that all work is performed in accordance with organizational values, principles, and policies.