[Hiring] Senior 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. They are responsible for the efficient and professional execution of activities associated with providing an exceptional level of hospitality for clients' mission-critical systems. The Service Delivery Manager also serves as the accountable owner of Change Management governance for the entire business unit under the Altera Cloud Operations Change Management Process (v2.1).

• Chair the Technical Review Board (TRB).
• Oversee implementation and validation.
• Hold final closure authority across all towers and shifts.

Qualifications

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

Requirements

• Facilitate TRB meetings for change reviews across cloud BU.
• Staff and lead the Hosting Response Bridge (HRB) for 24x7 monitoring.
• Enforce alert-suppression discipline and confirm pre-change baseline capture.
• Oversee validation against Validation Test Library pass/fail criteria.
• Hold final closure authority and confirm closure windows.
• Invoke rollback directly against pre-agreed triggers.
• Carry open items into shift handover with clear owners.
• Ensure timely and professional addressing of client requests, incidents, and problems.
• Run stand-up calls with the team for proper hand-over of activities.
• Allocate resources across teams for efficient issue resolution.
• Identify and implement operational process improvements.
• Assist Shift Site Reliability Engineers with client communication.
• Drive results through agreed KPIs for alerts and monitoring tools.
• Chair the Technical Review Board for change risk classification.
• Own and improve the end-to-end process and Validation Test Library.
• Track and report TRB gate-hold and rework rates monthly.
• Provide detailed job performance feedback for team members.
• 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 focuses on delivering exceptional service and support for mission-critical systems, ensuring high levels of client satisfaction and operational excellence.