Service Delivery Manager (SDM)

K&K Global Talent Solutions Inc.; New Albany (OH); On-site; USD 110,000 - 160,000; Full time

Job summary

New Albany, OH-based Service Delivery Manager (SDM) role focusing on end-to-end service delivery for data center installation and provisioning. You will govern SLAs, KPIs, and performance metrics while acting as the main liaison with client leadership and the managed services team.

You will lead MORs, performance reporting, and governance discussions, overseeing offshore teams in India and coordination with US operations to ensure excellence, security compliance, and continuous improvement.

Qualifications

• 5+ years of experience leading network engineering teams in high-tech data center operations.
• Strong background in Data Center Operations, Network Infrastructure, and Managed Services Delivery.
• Proven experience managing technical teams, service delivery operations, and client relationships.
• Experience with SLA/KPI management, operational governance, escalation management, and performance reporting.
• Strong stakeholder management skills, including interaction with senior client leadership.
• Experience managing cross-functional and geographically distributed teams.
• Strong analytical, problem-solving, negotiation, and leadership capabilities.
• CCNA / JNCIA certification or equivalent hands‑on networking experience – Required.
• Bachelor's degree in Computer Science, MIS, Systems Engineering, Electrical Engineering, Business, or a related field.]
• job_responsibilities_description: ["Own end-to-end service delivery across data center installation and provisioning operations.","Establish and manage governance frameworks, SLAs, KPIs, and operational performance metrics.","Act as the primary point of contact for senior client stakeholders and manage critical escalations.","Lead Monthly Operational Reviews (MORs), performance reporting, and executive governance discussions.","Oversee Team Leads, resource planning, onboarding, workforce allocation, and team performance.","Drive provisioning completion in coordination with Site Operations and Production Engineering teams.","Lead continuous improvement initiatives to enhance service quality and operational efficiency.","Ensure compliance with client security policies, contractual requirements, and operational standards.","Lead offshore team setup and integration, ensuring seamless collaboration between US and India operations.","Drive team engagement, training, development, and retentio

Responsibilities

• Own end-to-end service delivery across data center installation and provisioning operations.
• Establish and manage governance frameworks, SLAs, KPIs, and operational performance metrics.
• Act as the primary point of contact for senior client stakeholders and manage critical escalations.
• Lead Monthly Operational Reviews (MORs), performance reporting, and executive governance discussions.
• Oversee Team Leads, resource planning, onboarding, workforce allocation, and team performance.
• Drive provisioning completion in coordination with Site Operations and Production Engineering teams.
• Lead continuous improvement initiatives to enhance service quality and operational efficiency.
• Ensure compliance with client security policies, contractual requirements, and operational standards.
• Lead offshore team setup and integration, ensuring seamless collaboration between US and India operations.
• Drive team engagement, training, development, and retention.

Skills

Network engineering leadership

Data Center Operations

Managed Services Delivery

SLA/KPI management

Stakeholder management

Cross-functional teams

CCNA / JNCIA

Analytical leadership

Education

Bachelor's degree in Computer Science / MIS / Systems Engineering / Electrical Engineering / Business

Job description

Job Title: Service Delivery Manager (SDM)

ocation: New Albany, OH – 100% Onsite

Role Overview

The Service Delivery Manager will be responsible for end-to-end service delivery, operational governance, stakeholder management, and strategic alignment across data center installation and provisioning services. This role will serve as the primary interface between client leadership and the managed services team, ensuring operational excellence, SLA compliance, and continuous improvement.

Key Responsibilities:

• Own end-to-end service delivery across data center installation and provisioning operations.
• Establish and manage governance frameworks, SLAs, KPIs, and operational performance metrics.
• Act as the primary point of contact for senior client stakeholders and manage critical escalations.
• Lead Monthly Operational Reviews (MORs), performance reporting, and executive governance discussions.
• Oversee Team Leads, resource planning, onboarding, workforce allocation, and team performance.
• Drive provisioning completion in coordination with Site Operations and Production Engineering teams.
• Lead continuous improvement initiatives to enhance service quality and operational efficiency.
• Ensure compliance with client security policies, contractual requirements, and operational standards.
• Lead offshore team setup and integration, ensuring seamless collaboration between US and India operations.
• Drive team engagement, training, development, and retention.

Required Skills & Qualifications:

• 5+ years of experience leading network engineering teams in high-tech data center operations.
• Strong background in Data Center Operations, Network Infrastructure, and Managed Services Delivery.
• Proven experience managing technical teams, service delivery operations, and client relationships.
• Experience with SLA/KPI management, operational governance, escalation management, and performance reporting.
• Strong stakeholder management skills, including interaction with senior client leadership.
• Experience managing cross-functional and geographically distributed teams.
• Strong analytical, problem-solving, negotiation, and leadership capabilities.
• CCNA / JNCIA certification or equivalent hands‑on networking experience – Required.
• Bachelor's degree in Computer Science, MIS, Systems Engineering, Electrical Engineering, Business, or a related field.