Expert Service Delivery Manager

Overview

Senior operations role leading a rotational team and collaborating with duty managers to support 100+ clients on a rotating shift pattern, delivering efficient, professional execution of activities for clients' mission-critical systems. The role is also the accountable owner of Change Management governance for the entire cloud business unit under the Altera Cloud Operations Change Management Process (v2.1).

What you'll do

• Facilitate Technical Review Board (TRB) meetings for change reviews across the cloud BU.
• Staff and lead the Hosting Response Bridge (HRB), providing 24x7 monitoring across the post-change stability window and triggering swarms when 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.
• Hold final closure authority: confirm the 24-hour or TRB-approved closure window with HRB observation if the change was clean and evidence is complete; 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.
• Detect major incidents and critical issues early and remediate them fast during the shift.
• Ensure all client requests, incidents, and problems are addressed in a timely and professional manner.
• Run stand-up calls with the team, managing hand-over of activities and client status between shifts and teams.
• Allocate resources 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.
• Chair the TRB as 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.
• Provide detailed and accurate job performance feedback for each resource under guidance; supervise attendance and participation; inspire and motivate employees on the rotating shift.
• Report monthly on 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.
• Produce bi-weekly reporting of the change management team control deck.

What you'll need

• Experience in senior operations leadership for cloud or hosting service delivery, as implied by the senior, leadership-level scope of the role.

Details

• Work mode: Remote.
• Location: Pune-Baroda, India.
• Rotating shift pattern supporting 24x7 monitoring.