Service Delivery Manager

Job Summary

The Service Delivery Manager (SDM) will be responsible for the comprehensive management, delivery, and 24×7 operation of enterprise storage and Storage Area Network (SAN) services. This critical role involves leading and mentoring a team of 12 L2 and L3 engineers to ensure the high availability, robust performance, and exceptional customer satisfaction of the storage infrastructure. The SDM will drive strategic planning, operational governance, stakeholder relations, and continuous improvement, with a strong focus on Hitachi storage platforms and associated technologies.

Key Responsibilities

1. Team Leadership and Operations Management
   • Lead, mentor, and manage a team of 12 L2 and L3 storage engineers, overseeing 24×7 operations.
   • Ensure strict adherence to all Service Level Agreements (SLAs), incident response targets, and quality standards.
   • Manage shift planning, workload allocation, performance reviews, and professional development for the team.
   • Promote effective collaboration and knowledge sharing between on-site and remote operational teams.
2. Service Delivery and Governance
   • Own the end-to-end service delivery for enterprise storage and SAN environments, guaranteeing stability, resilience, and customer-focused service.
   • Serve as the primary point of contact for customer stakeholders, representing operations in service review meetings and managing escalations.
   • Ensure rigorous adherence to ITIL-based processes, specifically covering Incident, Problem, Change, and Capacity Management.
   • Oversee proactive monitoring, timely escalation, and effective resolution of all complex infrastructure issues.
3. Technical Oversight and Strategy
   • Provide expert guidance and oversight for Hitachi storage technologies (e.g., VSP series, Ops Center Suite) and replication tools (TrueCopy, Universal Replicator, ShadowImage).
   • Maintain technical oversight of Cisco MDS Director-class SAN switches, including fabric management and zoning.
   • Direct and approve performance tuning initiatives, replication setup, and Disaster Recovery (DR) operations.
   • Coordinate extensively with OEM partners (Hitachi, Cisco) and internal engineering teams for advanced troubleshooting and infrastructure upgrades.
4. Reporting, Value Delivery, and Improvement
   • Develop and present comprehensive, value-added reports on performance, capacity utilization, SLA compliance, and service improvement plans to leadership and customers.
   • Identify and implement automation opportunities for routine operational tasks using scripting tools (e.g., PowerShell, Bash, Python).
   • Maintain operational dashboards, produce capacity forecasts, and analyze service trends.
   • Establish continuous process improvements to reduce incidents, accelerate restoration, and enhance customer experience.
   • Drive training, cross-skilling, and professional certification initiatives within the L2/L3 team.

Requirements

1. 10+ years of IT infrastructure experience, with a minimum of 4+ years in a storage service delivery or team management capacity.
2. Demonstrated strong hands-on expertise with Hitachi VSP storage, Ops Center Suite, and Hitachi replication technologies (TrueCopy, Universal Replicator, ShadowImage).
3. Solid working knowledge of Cisco MDS Director-class SAN switches, including zoning and fabric management.
4. Deep functional understanding of performance analysis, capacity planning, and disaster recovery processes.
5. Proven track record of successfully leading and managing 24×7 operations teams and on-call support rotations.
6. Strong foundation in ITIL processes, SLA management, and customer-facing reporting.
7. Exceptional communication, stakeholder management, and presentation skills.
8. Prior experience with automation/scripting (PowerShell, Bash, Python) for operational efficiency.

Qualifications

• Required: Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Preferred: Hitachi Certified Professional (HCP/HCSA/Storage Administration) certification.
• Desirable: Cisco SAN or ITIL Foundation.

CTC-: up to 30 LPA