Service Delivery Manager (DFS)

Job Summary

Service Delivery Manager (SDM) – AI Infrastructure & Cluster Services Role Summary Responsible for overall service delivery, customer satisfaction, operational governance, SLA compliance, and stakeholder management for NVIDIA GPU-based AI Infrastructure and Cluster Operations services. Key Responsibilities Own end-to-end service delivery for AI Infrastructure and GPU Cluster operations. Serve as the primary customer-facing point of contact. Ensure SLA, KPI, and service commitments are consistently achieved. Lead governance reviews, operational meetings, and service reporting. Manage escalations, service risks, and customer concerns. Coordinate with Operations Managers, Shift Leads, Engineering, and Vendor teams. Drive incident, problem, and change management reviews. Track service performance, capacity, and operational efficiency. Identify opportunities for service improvement and automation. Ensure successful onboarding of new clusters into production support. Manage customer communications on service status, major incidents, and operational updates. Support commercial discussions, resource planning, and account growth initiatives. Skills Required Service Delivery Management Customer & Stakeholder Management ITIL Service Management SLA/KPI Management Incident & Escalation Management Operations Governance Infrastructure Services Management Team Leadership Risk & Compliance Management Executive Communication Skills Preferred Technical Exposure AI Infrastructure / GPU Clusters NVIDIA DGX / HGX Environments Linux Infrastructure Data Center Operations Networking & Storage Fundamentals Cloud and HPC Environments Experience 12-18 Years Educational Qualification Bachelor\'s Degree in Engineering, Computer Science, IT, or related field. ITIL Certification preferred. Project/Program Management certification is an added advantage. Key Deliverables SLA & KPI Compliance Reports Monthly Service Reviews (MSR) Customer Governance Reports Risk & Escalation Management Operational Performance Dashboards Service Improvement Plans Capacity & Demand Forecasts Customer Satisfaction Metrics Recommended PRF Designation Service Delivery Manager – AI Infrastructure Services Senior Service Delivery Manager – AI Platform Operations (for larger engagements) Delivery Manager – AI Infrastructure & Cluster Services\"

Key Responsibilities

Service Delivery Manager (SDM) – AI Infrastructure & Cluster Services Role Summary Responsible for overall service delivery, customer satisfaction, operational governance, SLA compliance, and stakeholder management for NVIDIA GPU-based AI Infrastructure and Cluster Operations services. Key Responsibilities Own end-to-end service delivery for AI Infrastructure and GPU Cluster operations. Serve as the primary customer-facing point of contact. Ensure SLA, KPI, and service commitments are consistently achieved. Lead governance reviews, operational meetings, and service reporting. Manage escalations, service risks, and customer concerns. Coordinate with Operations Managers, Shift Leads, Engineering, and Vendor teams. Drive incident, problem, and change management reviews. Track service performance, capacity, and operational efficiency. Identify opportunities for service improvement and automation. Ensure successful onboarding of new clusters into production support. Manage customer communications on service status, major incidents, and operational updates. Support commercial discussions, resource planning, and account growth initiatives. Skills Required Service Delivery Management Customer & Stakeholder Management ITIL Service Management SLA/KPI Management Incident & Escalation Management Operations Governance Infrastructure Services Management Team Leadership Risk & Compliance Management Executive Communication Skills Preferred Technical Exposure AI Infrastructure / GPU Clusters NVIDIA DGX / HGX Environments Linux Infrastructure Data Center Operations Networking & Storage Fundamentals Cloud and HPC Environments Experience 12-18 Years Educational Qualification Bachelor\'s Degree in Engineering, Computer Science, IT, or related field. ITIL Certification preferred. Project/Program Management certification is an added advantage. Key Deliverables SLA & KPI Compliance Reports Monthly Service Reviews (MSR) Customer Governance Reports Risk & Escalation Management Operational Performance Dashboards Service Improvement Plans Capacity & Demand Forecasts Customer Satisfaction Metrics Recommended PRF Designation Service Delivery Manager – AI Infrastructure Services Senior Service Delivery Manager – AI Platform Operations (for larger engagements) Delivery Manager – AI Infrastructure & Cluster Services\"

Skill Requirements

Service Delivery Manager (SDM) – AI Infrastructure & Cluster Services Role Summary Responsible for overall service delivery, customer satisfaction, operational governance, SLA compliance, and stakeholder management for NVIDIA GPU-based AI Infrastructure and Cluster Operations services. Key Responsibilities Own end-to-end service delivery for AI Infrastructure and GPU Cluster operations. Serve as the primary customer-facing point of contact. Ensure SLA, KPI, and service commitments are consistently achieved. Lead governance reviews, operational meetings, and service reporting. Manage escalations, service risks, and customer concerns. Coordinate with Operations Managers, Shift Leads, Engineering, and Vendor teams. Drive incident, problem, and change management reviews. Track service performance, capacity, and operational efficiency. Identify opportunities for service improvement and automation. Ensure successful onboarding of new clusters into production support. Manage customer communications on service status, major incidents, and operational updates. Support commercial discussions, resource planning, and account growth initiatives. Skills Required Service Delivery Management Customer & Stakeholder Management ITIL Service Management SLA/KPI Management Incident & Escalation Management Operations Governance Infrastructure Services Management Team Leadership Risk & Compliance Management Executive Communication Skills Preferred Technical Exposure AI Infrastructure / GPU Clusters NVIDIA DGX / HGX Environments Linux Infrastructure Data Center Operations Networking & Storage Fundamentals Cloud and HPC Environments Experience 12-18 Years Educational Qualification Bachelor\'s Degree in Engineering, Computer Science, IT, or related field. ITIL Certification preferred. Project/Program Management certification is an added advantage. Key Deliverables SLA & KPI Compliance Reports Monthly Service Reviews (MSR) Customer Governance Reports Risk & Escalation Management Operational Performance Dashboards Service Improvement Plans Capacity & Demand Forecasts Customer Satisfaction Metrics Recommended PRF Designation Service Delivery Manager – AI Infrastructure Services Senior Service Delivery Manager – AI Platform Operations (for larger engagements) Delivery Manager – AI Infrastructure & Cluster Services\"

Other Requirements

Service Delivery Manager (SDM) – AI Infrastructure & Cluster Services Role Summary Responsible for overall service delivery, customer satisfaction, operational governance, SLA compliance, and stakeholder management for NVIDIA GPU-based AI Infrastructure and Cluster Operations services. Key Responsibilities Own end-to-end service delivery for AI Infrastructure and GPU Cluster operations. Serve as the primary customer-facing point of contact. Ensure SLA, KPI, and service commitments are consistently achieved. Lead governance reviews, operational meetings, and service reporting. Manage escalations, service risks, and customer concerns. Coordinate with Operations Managers, Shift Leads, Engineering, and Vendor teams. Drive incident, problem, and change management reviews. Track service performance, capacity, and operational efficiency. Identify opportunities for service improvement and automation. Ensure successful onboarding of new clusters into production support. Manage customer communications on service status, major incidents, and operational updates. Support commercial discussions, resource planning, and account growth initiatives. Skills Required Service Delivery Management Customer & Stakeholder Management ITIL Service Management SLA/KPI Management Incident & Escalation Management Operations Governance Infrastructure Services Management Team Leadership Risk & Compliance Management Executive Communication Skills Preferred Technical Exposure AI Infrastructure / GPU Clusters NVIDIA DGX / HGX Environments Linux Infrastructure Data Center Operations Networking & Storage Fundamentals Cloud and HPC Environments Experience 12-18 Years Educational Qualification Bachelor\'s Degree in Engineering, Computer Science, IT, or related field. ITIL Certification preferred. Project/Program Management certification is an added advantage. Key Deliverables SLA & KPI Compliance Reports Monthly Service Reviews (MSR) Customer Governance Reports Risk & Escalation Management Operational Performance Dashboards Service Improvement Plans Capacity & Demand Forecasts Customer Satisfaction Metrics Recommended PRF Designation Service Delivery Manager – AI Infrastructure Services Senior Service Delivery Manager – AI Platform Operations (for larger engagements) Delivery Manager – AI Infrastructure & Cluster Services\"