Sr 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 exceptional hospitality for mission-critical systems. The role is also the accountable owner of Change Management governance for the entire 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 business unit.
• 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, and refuse closure otherwise.
• Invoke rollback directly against a pre-agreed trigger without further approval, and 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 drive fast remediation for all matters 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 proper 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 Technical Review Board 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 your guidance.
• Supervise employee attendance and participation, and inspire and motivate employees on their 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.
• Provide bi-weekly reporting of the change management team control deck.

What you'll need

• Experience in senior operations or service delivery leadership is implied by the senior role scope; no specific years figure is stated.

Details

• Location: Pune-Baroda, India.
• Work mode: Remote.
• Shift pattern: rotating shifts with 24x7 monitoring coverage.
• Reporting: hard-line to Tower Manager with dotted line to Service Delivery Manager; Tower Manager provides input into ratings.