Service Delivery Manager

Job Summary:

Black Box Network Services is seeking an experienced Service Delivery Manager (SDM) to lead the delivery of managed data center operations and structured cabling infrastructure for a major banking customer. This role ensures high-performance service delivery within SLA frameworks, drives customer satisfaction, and oversees continuous improvement across physical infrastructure services. The SDM will act as the single point of contact for all service-related matters, lead internal teams and third-party vendors, and ensure alignment with ITIL and managed services best practices.

Key Responsibilities:

Managed Services Oversight

- Manage the full lifecycle of data center and cabling services delivered under a managed services model.

- Ensure alignment with contractual obligations, SLAs, and performance metrics, with a focus on service reliability and uptime.

- Oversee rack and stack, cross-connects, structured cabling (copper/fiber), equipment provisioning, and decommissioning activities.

Customer Relationship & Stakeholder Management

- Serve as the primary service interface with banking client stakeholders including IT infrastructure, security, and compliance teams.

- Conduct regular service performance reviews, generate operational and SLA reports, and lead continuous improvement planning.

- Build strong, trusted relationships and proactively identify opportunities to enhance customer experience and value.

Operations & Team Leadership

- Lead a team of technicians, engineers, and subcontractors across multiple bank-owned and colocation data center sites.

- Oversee technician tasking, training, workload balancing, and quality assurance across all delivery activities.

- Drive operational excellence by enforcing SOPs, change control processes, and compliance with structured cabling standards (e.g., ANSI/TIA, ISO/IEC).

Compliance & Risk Management

- Ensure services meet banking industry requirements for physical security, regulatory compliance, audit readiness, and data privacy.

- Maintain accurate records of service performance, access logs, cabling diagrams, and infrastructure inventories.

- Support disaster recovery and business continuity planning related to physical IT infrastructure.

Service Reporting & Governance

- Track and report on SLA adherence, incident trends, root causes, and service request fulfillment.

- Maintain governance dashboards and documentation as part of managed service delivery obligations.

- Actively participate in risk assessments, audits, and service improvement initiatives.

Qualifications & Experience:

- Bachelor's degree in Information Technology, Electrical Engineering, or a related discipline.

- Minimum 8 years of experience in service delivery or operations management within data center infrastructure and cabling services.

- At least 3 years of experience supporting financial services or highly regulated environments.

- Proven experience managing structured cabling projects and data center operations under a managed services framework.

- Strong knowledge of ITIL, structured cabling standards, and data center facility practices.

- Certifications: ITIL Foundation (required); PMP, ISO/IEC 27001, or DCIM (preferred).

- Familiarity with tools like ServiceNow, Remedy, DCIM platforms, or CMDBs.

Core Competencies:

- Service Excellence - Delivering measurable outcomes through disciplined service operations.

- Leadership - Leading cross-functional teams in dynamic, high-availability environments.

- Customer Focus - Translating client requirements into actionable delivery plans.

- Communication - Strong verbal and written communication with stakeholders at all levels.

- Compliance Awareness - Working within risk, audit, and regulatory boundaries of financial clients.

- Technical Acumen - Knowledge of data center ecosystems, structured cabling topologies, and physical infrastructure.

---