Key Responsibilities

The Service Delivery Manager (SDM) is established as the contractual service owner, acting as the single point of accountability for end-to-end service performance across all domains. This role is critical for driving a shift from reactive support to proactive and preventive operations across hybrid cloud and on-premises environments, ensuring stability, strict compliance with contractual obligations, and continuous value demonstration for enterprise clients.

Contractual Service Ownership & SLA Accountability

Act as the single point of accountability for end-to-end service performance and strict contractual compliance, including tracking SLA breaches and managing commercial alignment, scope, and cost risks.

Hybrid Boundary & Stakeholder Management

Enforce service boundaries and RACI alignment, coordinating resolution efforts with internal technical teams, CSP (GCP, AWS, Azure, Alicloud), and third‑party vendor tea...