Service Delivery Manager – SDM
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Key Responsibilities
• Lead and manage Tech Leads, Senior Auditors, Auditors, and Lead Network Engineers across day, swing, and night shifts.
• Own end-to-end delivery of site audit plans, ensuring coverage, productivity, throughput, and evidence quality.
• Maintain a minimum 98% QA re-audit pass rate and drive continuous improvement across site operations.
• Oversee daily operations, shift handovers, team huddles, discrepancy resolution, and client reviews.
• Coordinate site rotations and workforce movements in collaboration with PMO, Travel, and Administration teams.
• Manage workforce planning, shift rosters, overtime, attrition, performance management, and employee development.
• Ensure strict adherence to EHS standards and site safety protocols.
• Monitor operational KPIs, identify risks, and provide regular updates to senior management and client stakeholders.
• Act as the primary point of contact for client site and programme leadership. Required Qualifications & Experience
• 10+ years of experience in Data Center Operations, Network Operations, or Field Operations.
• At least 5 years of experience managing large field teams of 50+ employees across multiple shifts.
• Hands-on experience with hyperscale data center build-outs or operations.
• Strong technical understanding of structured cabling, fiber optics, rack installation, network turn-up, and QA/QC processes.
• Proven experience managing 24x7 operations and handling client escalations at live data center sites.
• Strong analytical skills with experience managing KPIs, operational dashboards, and reporting.
• Willingness to be based at and travel between client data center locations across the US. Preferred Certifications
• PMP, ITIL, or Lean certifications.
• OSHA 30 certification.
• BICSI or Fiber Optics certifications. Key Success Metrics
• 98% or higher QA re-audit pass rate.
• At least 99% evidence and log completeness.
• Zero recordable safety incidents.
• Consistent shift coverage and controlled attrition.
• Seamless site transitions with no unplanned crew downtime. Interested in This Opportunity?If you have extensive experience leading large-scale data center field operations and managing 24x7 teams, we would love to hear from you.
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