Role Overview

The Service Delivery Manager – Technical Administration Manager (SDM–TAM) ensures operational excellence, technical governance, and service quality across shared infrastructure environments. This role supervises the outsourcing partner for day-to-day operations, handles incident and change management, oversees technical activities, ensures SLA compliance, and drives continuous improvement across hybrid infrastructures (Windows, Linux, VMware, AIX, AS400, Azure).

Key Responsibilities

Operational Governance & Outsourcer Management

• Ensure operational excellence for “Manage” and “Faire-Faire” activities executed by the outsourcer

• Act as the primary interface between internal competence centers and outsourcing teams

• Monitor and govern technical operations, reviewing and challenging proposed procedures and solutions

• Ensure SLA compliance, penalty implementation, and billing validation (WorkUnit, storage reporting, etc.)

Incident, Change & Problem Management

• Handle major incidents affecting application contracts—communication, monitoring, and RCA

• Support provider teams in resolving critical incidents

• Ensure effective change communication and status reporting to management and competency centers

Service Quality & Continuous Improvement

• Drive continuous improvement of service quality, processes, governance, and infrastructure usage

• Oversee capacity planning and resource adequacy

• Ensure quality of technical documentation and process transparency

• Strengthen the technical expertise of service providers

Project & Transformation Support

• Support project managers and architects during requirement framing, project planning, and transition to production

• Participate in DRP (Disaster Recovery Plan) testing and ensure infrastructure compliance with security policies

• Validate and monitor technical activities linked to application contracts

Internal and External Stakeholders

Internal Contacts

• Cloud Services Department Teams

• TAMs, SDMs, Lead Operations

• Lead Architect, Project Lead, Product Lead

• Cloud Services Architects & Experts

• Business Continuity Manager

• Security Officer

• Business Relationship Managers

• Business Control & Finance Team

External Contacts

• Competence centers

• Outsourcing partners

Required Skills & Qualifications

Technical Skills

• Windows, Linux, VMware administration

• Azure (private & public cloud, IaaS, VM, storage, load balancers)

• Middleware (Tomcat) and Databases (MySQL)

• Ansible or equivalent automation tooling

• Strong understanding of OS, DB, virtualization, storage, networking, cybersecurity

• Technical infrastructure management across hybrid environments

Service Management Skills

• ITIL (incident, problem, change)

• SLA adherence, vendor governance, WorkUnit billing validation

• Service delivery & operational governance

• Quality of service measurement and reporting

Soft Skills

• Excellent communication (spoken & written English)

• Strong stakeholder engagement & leadership

• Dynamism, autonomy, initiative, responsiveness

• High rigor, analytical mindset, problem-solving capability

• Customer-first approach

Education

Bachelor’s degree in Computer Science, Information Technology, or related field.

Benefits

• Work with global digital & cloud infrastructure teams

• Exposure to mission-critical IT environments

• Structured, process-driven, and innovation-oriented culture

• Opportunity to lead and govern enterprise infrastructure operations

• Competitive compensation and growth opportunities