Sr Service Delivery Manager

The Service Delivery Manager is a senior operations position providing leadership for rotational team and collaborate with duty managers supporting 100+ clients on a rotating shift pattern, 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) — chairing the Technical Review Board (TRB), overseeing implementation and validation, and holding final closure authority across all towers and shifts.

Responsibilities

• Change Implementation, Validation & Closure Facilitate TRB meeting for change reviews across cloud BU.
• Staff and lead the Hosting Response Bridge (HRB), providing 24x7 monitoring across the post-change stability window; trigger swarms the moment an anomaly is detected.
• 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 — including mandatory application and technical validation for production changes.
• confirm the 24-hour or TRB approved closure window with HRB observation if the change was clean and evidence is complete before authorizing closure; refuse closure otherwise.
• Invoke rollback directly against a pre-agreed trigger without further approval; escalate exceptions to the Tower Leader.
• Carry open items into shift handover with clear owners so closure is never missed across a shift boundary.
• Operational Leadership & Incident Management Major incident / critical issue early detection and fast remediation for all matters during their shift.
• Ensure all client requests, incidents, and problems are addressed in a timely and professional manner.
• Run stand-up calls with their team, managing proper hand-over of activities and client status between shifts and teams.
• Allocate resources as necessary across teams to provide efficient, effective 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.
• TRB Ownership & Change Process Governance Chair the Technical Review Board: the final gate reviewing risk classification, architectural impact, rollback adequacy, and monitoring plan for every change; approve, send back for rework, or escalate.
• Pre-agree and record rollback triggers at TRB, each with a maximum time-to-decide.
• 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; a near-zero rework rate signals the board is a formality, not a control.
• Management Provide detailed and accurate job performance feedback for each resource working under their guidance.
• Supervise employee attendance and participation.
• Inspire and motivate employees on their rotating shift.
• Reporting Relationships The Service Delivery Manager has primary responsibility for the rating and review of each employee dedicated to rotating with them, with input from the Tower Manager.
• The Tower Manager is accountable for best practices, effective training/testing, and the overall architecture and direction of their service delivery tower, and provides functional direction and input into employee ratings.
• Employees have a hard-line reporting relationship into their Tower Manager, with a dotted line to the Service Delivery Manager.
• peer-review SLA breaches, TRB gate-hold/rework rates, closure refusals, change success and change-caused incident rates (24-hr/7-day), rollback invocation/success rate, and process exceptions by tower, alongside case/SNOW and alerting KPIs.
• Success rate for changes driven thought TRB , all changes should be successful.
• Bi-weekly reporting of change management team control deck.