Senior Service Delivery Manager

K&K Global Talent Solutions INC.; New Albany (OH); On-site; USD 120,000 - 165,000; Full time

Job summary

Infogain is seeking a Service Delivery Manager to oversee MSP teams delivering IT services to Meta, aligning on governance and strategic priorities. You will act as the primary interface between Infogain leadership and Meta management, driving improvements and ensuring contractual obligations are met.

Responsibilities include end-to-end service delivery, stakeholder governance, offshore/onshore coordination, and escalation management, with a focus on continuous improvement and team capability

Qualifications

• 5+ years leading a network engineering team in data center operations.
• Strong analytical, negotiation and cross-functional leadership capabilities.
• CCNA/JNCIA certification or equivalent experience.

Responsibilities

• Own end-to-end service delivery and governance across MSP teams.
• Maintain SLAs, KPIs, and governance forums with stakeholders.
• Lead offshore onboarding and alignment with onshore teams.
• Coordinate MOR and delivery metrics reporting.
• Escalate unresolved issues to Meta managers as needed.

Skills

Analytical skills

Negotiation

Cross-functional leadership

Multi-tasking

Education

Bachelor's degree in MIS/CS/Systems Eng/EE/Business

Tools

CCNA

JNCIA

Job description

• The Service Delivery Manager (SDM) is the senior-most role within the MSP organization responsible for overall service delivery, governance, and strategic alignment with Meta stakeholders. The SDM acts as the primary interface between Infogain leadership and Meta management.

Key Responsibilities

Strategic & Governance

• Own end-to-end service delivery across the MSP teams and regions supporting the DC installation & provisioning service
• Establish and maintain governance frameworks, SLAs, and KPIs
• Drive continuous improvement initiatives across all teams
• Represent MSP at executive-level reviews and governance forums
• Drive provisioning completion in partnership with SiteOps and Production Engineering.

Stakeholder Management

• Serve as the primary point of contact for Meta management on all service delivery matters
• Build and maintain relationships with Meta FTEs, and Managers
• Facilitate regular business reviews (Monthly Operational Reviews) with Meta stakeholders
• Manage escalations that cannot be resolved at MSP Team Lead (TL) or FTE level

People & Team Management

• Oversee MSP TL and ensure work alignment within team
• Drive headcount planning, onboarding, and resource allocation.
• Ensure training and development programs are in place
• Champion team culture, engagement, and retention

Reporting & Compliance

• Own MOR (Monthly Operational Review) and HPM (Highlights, Progress, Me) reporting.
• Ensure compliance with Meta policies, security requirements, and contractual obligations
• Track and report on SLA performance, utilisation, and delivery metrics

Offshore Enablement

• Lead the strategic setup and integration of the Offshore India team
• Ensure seamless extension of Onshore capabilities to Offshore
• Establish operating rhythm between Onshore and Offshore teams
• Senior escalation point for issues unresolved by TLs or Meta FTEs.
• Escalates to Meta Manager for governance, HC, or contractual matters.

Education

Bachelor's degree in MIS, Computer Science, Systems Engineering, Electrical Engineering, Business, or related field

Experience

• 5+ years leading a team of network engineers in high-tech DC operations
• Skills: Analytical, problem-solving, negotiation, cross-functional leadership, multi-tasking across regional/global scope
• Technical: Networking or data center experience, requiring a minimum CCNA/JNCIA certification or equivalent work experience