Job Title : Technical Service Delivery Manager (SDM)

Location : Nigeria (Onsite)

Contract Duration : 12 Months (Extendable)

Role Overview :

We are seeking an experienced Technical Service Delivery Manager (SDM) to oversee end-to-end service delivery for data center operations. The role will be responsible for ensuring high-quality service performance, managing technical teams and vendors, and driving adherence to SLAs, operational excellence, and continuous service improvement. The ideal candidate will also have exposure to public and hybrid cloud platforms, DevOps practices, and automation initiatives, enabling the organizations transition towards modern, scalable, and efficient infrastructure operations.

Key Responsibilities :

1. Service Delivery & Operations Management :

- Manage day-to-day operations of data center infrastructure including compute, storage, backup, and network environments.

- Ensure consistent delivery of services in line with agreed SLAs, KPIs, and contractual obligations.

- Lead incident, problem, and change management processes to minimize service disruptions.

- Oversee major incident management and drive timely resolution and root cause analysis (RCA).

2. Stakeholder & Client Management :

- Act as the primary point of contact for service delivery-related matters.

- Conduct regular service review meetings with stakeholders and provide performance reports.

- Manage escalations and ensure effective communication across business and IT teams.

3. Team & Vendor Management:

- Lead and manage L1/L2/L3 technical teams and ensure optimal resource utilization.

- Coordinate with third-party vendors, system integrators, and OEMs for service delivery.

- Drive performance management and accountability across internal and external teams.

4. ITSM & Process Governance :

- Ensure adherence to ITIL-based service management processes (Incident, Problem, Change, Capacity, Availability).

- Drive process improvements, automation, and operational maturity.

- Ensure proper documentation, SOPs, and runbooks are maintained.

5. Technical Oversight :

- Provide technical oversight across infrastructure domains including virtualization, storage, backup, networking, and monitoring tools.

- Support capacity planning, performance optimization, and infrastructure lifecycle management.

- Collaborate with architecture and engineering teams for enhancements and modernization initiatives.

6. Cloud & Hybrid Infrastructure Enablement (Added Advantage) :

- Oversee integration and operations of public cloud platforms such as Amazon Web Services, Microsoft Azure, or Google Cloud Platform within hybrid environments.

- Ensure alignment of on-premise data center operations with cloud-based workloads and services.

- Support cloud migration, workload optimization, and hybrid architecture governance.

7. DevOps & Automation Initiatives (Added Advantage) :

- Drive adoption of DevOps practices to improve collaboration between development and operations teams.

- Promote automation across infrastructure provisioning, monitoring, and incident resolution using tools such as CI/CD pipelines and scripting frameworks.

- Support implementation of Infrastructure as Code (IaC) and configuration management tools (e.g., Ansible, Terraform).

- Identify opportunities for operational efficiency through automation and self-healing systems.

8. Transition & Transformation :

- Support transition of services from incumbent vendors or internal teams, if applicable.

- Identify opportunities for automation, cost optimization, and service improvement.

- Drive stabilization and continuous improvement initiatives.

9. Compliance & Risk Management :

- Ensure compliance with organizational policies, security standards, and regulatory requirements.

- Identify operational risks and implement mitigation strategies.

Required Skills & Experience :

- 10+ years of experience in IT infrastructure and data center operations.

- Proven experience in a Service Delivery Manager / Technical Delivery role.

- Strong understanding of IT infrastructure technologies (servers, virtualization, storage, backup, networking).

- Hands-on experience with ITSM tools (e.g., ServiceNow, BMC Remedy).

- Strong knowledge of ITIL processes and best practices.

- Experience in managing multi-vendor environments and large technical teams.

- Excellent stakeholder management and communication skills.

Preferred Qualifications / Added Advantage :

- Graduation/Post Graduation in Engineering.

- Experience with public and hybrid cloud environments (AWS, Azure, GCP).

- Exposure to DevOps practices and CI/CD pipelines.

- Experience with automation tools and scripting (Ansible, Terraform, Python, PowerShell).

- Familiarity with monitoring and observability platforms integrated across hybrid environments.

- ITIL Certification (Foundation / Intermediate / Expert).