Service Delivery Manager (Site Lead) – Data Centre Operations | Sify Technologies | Hyderabad, India

Tech Junction Ltd; Hyderabad; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Sify Technologies in Hyderabad, India seeks an experienced Service Delivery Manager (Site Lead) to oversee mission-critical Data Centre operations and drive exceptional service delivery for enterprise customers. You will ensure uptime, governance, risk management, and seamless delivery of infrastructure services across multi-vendor environments.

The role requires 12+ years in enterprise IT infrastructure, strong ITIL and incident management expertise, and proven leadership in regulated sectors.

Qualifications

• Bachelor's Degree in Computer Science, IT, Engineering, or related discipline.

Responsibilities

• Lead daily and governance reviews with customers and stakeholders.
• Own and manage SLAs, OLAs, service availability, capacity, and performance metrics.
• Coordinate cross-functional teams across infrastructure, networking, and SRE.
• Act as Incident Commander during P1/P2 incidents and manage communications.
• Lead root cause analysis and ensure corrective actions.
• Chair CAB meetings and oversee change governance processes.
• Monitor Data Centre health and security compliance.
• Prepare executive dashboards and governance presentations.

Skills

Data centre operations

Stakeholder management

ITIL

SLA management

Incident management

Multi-vendor environments

Education

Bachelor's degree in Computer Science/IT/Engineering

Tools

VMware vSphere

Cisco Nexus

Fortinet

F5 load balancers

RHEL/Ubuntu Linux

Job description

Service Delivery Manager (Site Lead) – Data Centre Operations | Sify Technologies | Hyderabad, India

Recruiting Company: Sify Technologies

Job Location: Hyderabad, Telangana, India

Job Type: Full-Time

Department: Managed Services – Service Delivery & Governance

Reports To: Program Head

Experience Required: 12+ Years

Industry Preference: Banking, Financial Services, Payments, and Other Regulated Industries

Certification Requirement: ITIL v4 Foundation (Mandatory)

Collaboration Scope: Infrastructure Manager, Network Manager, Site Reliability Engineering (SRE) Manager, OEM Partners, Vendors, and Customer Technical Teams

Position Summary

Sify Technologies is seeking an experienced Service Delivery Manager (Site Lead) to oversee mission-critical Data Centre operations and drive exceptional service delivery for enterprise customers. This leadership role is responsible for ensuring operational excellence, SLA compliance, customer governance, risk management, and the seamless delivery of infrastructure and network services across complex, multi-vendor environments.

Detailed Job Description

As the Service Delivery Manager (Site Lead), you will serve as the primary operational leader responsible for managing customer-facing delivery governance, service performance, operational assurance, and continual service improvement initiatives. You will coordinate cross-functional teams spanning infrastructure, networking, and Site Reliability Engineering to ensure high availability and operational stability of critical Data Centre environments. The ideal candidate combines deep technical expertise with strong stakeholder management capabilities and proven experience managing large-scale enterprise customers, particularly within banking and highly regulated sectors. This role requires leadership during major incidents, governance of change management processes, oversight of audits and compliance programs, and continuous optimization of operational processes. You will play a vital role in maintaining customer confidence while ensuring business-critical systems meet the highest standards of reliability and performance.

Key Responsibilities

• Lead Daily Operations Reviews, Weekly Service Reviews, Monthly Governance Meetings, and Quarterly Business Reviews (QBRs) with customers and stakeholders.
• Own and manage Service Level Agreements (SLAs), Operational Level Agreements (OLAs), service availability, capacity planning, and performance metrics.
• Drive Continual Service Improvement (CSI) initiatives to enhance service quality, customer satisfaction, and operational efficiency.
• Coordinate Infrastructure, Network, and Site Reliability Engineering teams for incident resolution, service requests, maintenance activities, and operational delivery.
• Act as Incident Commander during Priority 1 (P1) and Priority 2 (P2) incidents, managing bridge calls, escalation paths, recovery efforts, and stakeholder communications.
• Lead root cause analysis activities and ensure timely completion of corrective and preventive actions following critical incidents.
• Chair Change Advisory Board (CAB) meetings and oversee operational change governance processes.
• Review implementation readiness, risk assessments, rollback plans, and post-change validations.
• Monitor Data Centre operational health, service availability, and infrastructure performance across multiple environments.
• Collaborate with customer technical teams, vendors, and OEMs to ensure seamless service delivery and issue resolution.
• Manage internal audits, customer audits, compliance reviews, and regulatory requirements.
• Track and govern security compliance initiatives, operational risks, and remediation activities.
• Prepare executive-level service reports, performance dashboards, governance presentations, and operational reviews.
• Ensure alignment with ITIL best practices, service management frameworks, and enterprise governance standards.

Required Qualifications & Skills

• Bachelor’s Degree in Computer Science, Information Technology, Engineering, or a related discipline.
• 12+ years of experience in Enterprise IT Infrastructure, Data Centre Operations, Network Services, or Managed Services environments.
• Minimum 5 years of experience leading enterprise service delivery and governance functions.
• Strong technical background with 8-10 years of hands‑on experience in Data Centre Infrastructure, LAN/WAN Networking, and Perimeter Security technologies.
• Proven experience managing mission-critical enterprise environments across multi-vendor and multi-data centre ecosystems.
• Demonstrated expertise supporting large Indian enterprise or banking customers in 24×7 operational environments.
• Extensive knowledge of ITIL service management processes and best practices.
• Experience driving SLA management, service assurance, governance frameworks, and operational excellence programs.
• Hands‑on exposure to Linux environments including Red Hat Enterprise Linux (RHEL) and Ubuntu.
• Experience with VMware vSphere virtualization platforms.
• Knowledge of Cisco Data Centre technologies including Nexus and Application Centric Infrastructure (ACI).
• Familiarity with Fortinet security platforms, F5 load balancing solutions, and SD‑WAN technologies.
• Experience with BMC Helix, TrueSight Server Automation (TSSA), and enterprise service management tools.
• Strong understanding of audit management, risk governance, compliance requirements, and security frameworks.
• Exceptional stakeholder management, leadership, communication, and conflict‑resolution skills.

Nice-to-Have Skills

• ITIL Managing Professional (MP) Certification.
• Project Management Professional (PMP) or PRINCE2 Certification.
• Six Sigma Green Belt or Black Belt Certification.
• Cisco, VMware, Fortinet, F5, or other OEM certifications.
• Experience leading Data Centre transformation, modernization, cloud migration, or automation initiatives.