[Hiring] Expert Service Delivery Manager @Harris Computer

Role Description

The Service Delivery Manager is a senior operations position providing leadership for a rotational team and collaborating with duty managers supporting 100+ clients on a rotating shift pattern. Responsibilities include:

• Efficient and professional execution of activities associated with providing an exceptional level of hospitality for clients' mission-critical systems.
• Accountable owner of Change Management governance for the entire business unit under the Altera Cloud Operations Change Management Process (v2.1).
• Chairing the Technical Review Board (TRB), overseeing implementation and validation, and holding final closure authority across all towers and shifts.

Qualifications

• Experience in service delivery management.
• Strong leadership skills.
• Ability to manage multiple teams and clients.
• Knowledge of Change Management processes.

Requirements

• Facilitate TRB meetings for change reviews across cloud BU.
• Staff and lead the Hosting Response Bridge (HRB), providing 24x7 monitoring across the post-change stability window.
• Enforce alert-suppression discipline and confirm pre-change baseline capture and post-change comparison before closure.
• Oversee validation against Validation Test Library pass/fail criteria and evidence.
• Hold final closure authority and confirm the closure window with HRB observation.
• Invoke rollback directly against a pre-agreed trigger without further approval.
• Carry open items into shift handover with clear owners.
• Ensure timely and professional addressing of all client requests, incidents, and problems.
• Run stand-up calls with the team, managing proper hand-over of activities and client status.
• Allocate resources as necessary across teams for efficient resolution of issues.
• Identify and implement operational process improvements across teams.
• Assist Shift Site Reliability Engineers with client communication and escalations.
• Drive results through agreed KPIs for alerts, monitoring tools, and case/ServiceNow (SNOW) metrics.
• Chair the Technical Review Board, reviewing risk classification, architectural impact, rollback adequacy, and monitoring plan for every change.
• Own and continuously improve the end-to-end process, intake template, and Validation Test Library across all towers.
• Track and report TRB gate-hold and rework rates monthly.
• Provide detailed and accurate job performance feedback for each resource.
• Supervise employee attendance and participation.
• Inspire and motivate employees on their rotating shift.

Benefits

• Competitive salary.
• Health and wellness programs.
• Opportunities for professional development.
• Flexible working hours.

Company Description

Altera Cloud Operations is dedicated to providing exceptional service delivery and operational excellence across its business units.