Data Center Service Delivery Manager (Central/ Eastern Regions)

WHAT YOU WILL DO:

The Service Delivery Manager (SDM) provides leadership, operational oversight, and customer management for a regional portfolio of hyperscale data center managed services. Reporting to the Service Director, this role leads 3-5 Operations Managers and is accountable for 50-200+ employees across multiple campuses and data center facilities.

KEY RESPONSIBILITIES:

Leadership & Operations

• Lead operations across multiple data center campuses and regions.
• Ensure safe, reliable, and efficient delivery of managed services.
• Drive operational consistency, governance, and best practices.
• Manage SLA performance, KPIs, customer commitments, and business objectives.
• Support incident management, risk mitigation, business continuity, and operational readiness.
• Lead customer growth initiatives, site expansions, and new service deployments.

Customer Management

• Serve as the primary operational escalation point for customers.
• Build trusted relationships with customer leadership and key stakeholders.
• Lead business reviews and present operational performance, staffing plans, risks, and improvement initiatives.
• Resolve escalations and identify opportunities to improve service delivery and customer value.

People Leadership

• Directly manage and develop Operations Managers.
• Foster a culture of accountability, safety, customer focus, and operational excellence.
• Lead workforce planning, talent development, succession planning, and employee engagement initiatives.
• Partner with HR and Recruiting to support hiring, onboarding, and retention strategies.

Financial & Business Management

• Own regional operational and financial performance.
• Manage labor planning, staffing, forecasting, budgets, and resource allocation.
• Monitor productivity, utilization, cost performance, and profitability.
• Identify opportunities for automation, efficiency improvements, and cost optimization.

Governance & Compliance

• Ensure compliance with customer requirements, company policies, contractual obligations, and regulatory standards.
• Maintain audit readiness and operational reporting standards.
• Champion workplace safety and continuous improvement programs, including Lean and Six Sigma initiatives.

ESSENTIAL CRITERIA:

• Bachelor's degree in Business, Engineering, IT, Operations, or related field (or equivalent experience).
• 10+ years of leadership experience in data centers, managed services, mission-critical operations, or technology environments.
• 5+ years leading multiple operational teams across geographically dispersed locations.
• Experience managing organizations of 50-200+ employees.
• Strong background in customer relationship management, service delivery, workforce planning, SLA management, and operational governance.
• Proven financial management experience, including budgeting, forecasting, and resource planning.
• Experience leading 24x7 operations and organizational transformation initiatives.

DESIRABLE CRITERIA:

• Hyperscale data center or managed services experience.
• ITIL, Lean Six Sigma, PMP, or related certifications.
• Experience conducting Executive and Quarterly Business Reviews.
• Knowledge of network operations, infrastructure services, and data center lifecycle management.
• Experience building KPI dashboards, governance models, and service management programs.