Service Delivery Project Manager

Job Description

Role: SERVICE DELIVERY MANAGER (SDM)

Location: New Albany, OH (Onsite)

Role Overview

The Service Delivery Manager (SDM) is the senior-most role within the MSP organisation responsible for overall service delivery, governance, and strategic alignment with Client stakeholders. The SDM acts as the primary interface between Tenarai leadership and Client management.

Key Responsibilities

Strategic & Governance

• Own end-to-end service delivery across the MSP teams and regions supporting the DC installation & provisioning service
• Establish and maintain governance frameworks, SLAs, and KPIs
• Drive continuous improvement initiatives across all teams
• Represent MSP at executive-level reviews and governance forums
• Drive provisioning completion in partnership with SiteOps and Production Engineering.
• Stakeholder Management
• Serve as the primary point of contact for Client management on all service delivery matters
• Build and maintain relationships with Client FTEs, and Managers
• Facilitate regular business reviews (Monthly Operational Reviews) with Client stakeholders
• Manage escalations that cannot be resolved at MSP Team Lead (TL) or FTE level

People & Team Management

• Oversee MSP TL and ensure work alignment within team
• Drive headcount planning, onboarding, and resource allocation.
• Ensure training and development programs are in place
• Champion team culture, engagement, and retention

Reporting & Compliance

• Own MOR (Monthly Operational Review) and HPM (Highlights, Progress, Me) reporting.
• Ensure compliance with Client policies, security requirements, and contractual obligations
• Track and report on SLA performance, utilisation, and delivery metrics

Offshore Enablement

• Lead the strategic setup and integration of the Offshore India team
• Ensure seamless extension of Onshore capabilities to Offshore
• Establish operating rhythm between Onshore and Offshore teams

Escalation Role

• Senior escalation point for issues unresolved by TLs or Client FTEs.
• Escalates to Client Manager for governance, HC, or contractual matters.

Education

Bachelor's degree in MIS, Computer Science, Systems Engineering, Electrical Engineering, Business, or related field

Experience

5+ years leading a team of network engineers in high-tech DC operations

Skills: Analytical, problem-solving, negotiation, cross-functional leadership, multi-tasking across regional/global scope

Technical: Networking or data center experience, requiring a minimum CCNA/JNCIA certification or equivalent work experience