About this role
Overview: The Service Delivery Manager is a senior operations position providing leadership for rotational team and collaborate with duty managers supporting 100+ clients on a rotating shift pattern, responsible for the efficient and professional execution of activities associated with providing an exceptional level of hospitality for clients' mission-critical systems. The Service Delivery Manager also serves as the accountable owner of Change Management governance for the entire business unit under the Altera Cloud Operations Change Management Process (v2.1) — chairing the Technical Review Board (TRB), overseeing implementation and validation, and holding final closure authority across all towers and shifts.
Change Implementation, Validation & Closure
- Facilitate TRB meeting for change reviews across cloud BU.
- Staff and lead the Hosting Response Bridge (HRB), providing 24x7 monitoring across the post-change stability window; trigger swarms the moment an anomaly is detected.
- Enforce alert-suppression discipline and confirm pre-change baseline capture and post-change comparison before closure.
- Oversee validation against Validation Test Library pass/fail criteria and evidence — including mandatory application and technical validation for production changes.
- Hold final closure authority: confirm the 24-hour or TRB approved closure window with HRB observation if the change was clean and evidence is complete before authorizing closure; refuse closure otherwise.
- Invoke rollback directly against a pre-agreed trigger without further approval; escalate exceptions to the Tower Leader.
- Carry open items into shift handover with clear owners so closure is never missed across a shift boundary.
Operational Leadership & Incident Management
- Major incident / critical issue early detection and fast remediation for all matters during their shift.
- Ensure all client requests, incidents, and problems are addressed in a timely and professional manner.
- Run stand-up calls with their team, managing proper hand-over of activities and client status between shifts and teams.
- Allocate resources as necessary across teams to provide efficient, effective resolution of issues.
- Identify and implement operational process improvements across teams.
- Assist Shift Site Reliability Engineers with client communication and escalations.
- Drive results through agreed KPIs for alerts, monitoring tools, and case/ServiceNow (SNOW) metrics.
TRB Ownership & Change Process Governance
- Chair the Technical Review Board: the final gate reviewing risk classification, architectural impact, rollback adequacy, and monitoring plan for every change; approve, send back for rework, or escalate.
- Pre-agree and record rollback triggers at TRB, each with a maximum time-to-decide.
- Own and continuously improve the end-to-end process, intake template, and Validation Test Library across all towers.
- Track and report TRB gate-hold and rework rates monthly; a near-zero rework rate signals the board is a formality, not a control.
People Management
- Provide detailed and accurate job performance feedback for each resource working under their guidance.
- Supervise employee attendance and participation.
- Inspire and motivate employees on their rotating shift.
Reporting Relationships
The Service Delivery Manager has primary responsibility for the rating and review of each employee dedicated to rotating with them, with input from the Tower Manager. The Tower Manager is accountable for best practices, effective training/testing, and the overall architecture and direction of their service delivery tower, and provides functional direction and input into employee ratings. Employees have a hard-line reporting relationship into their Tower Manager, with a dotted line to the Service Delivery Manager.
Metrics Ownership
- Report monthly: peer-review SLA breaches, TRB gate-hold/rework rates, closure refusals, change success and change-caused incident rates (24-hr/7-day), rollback invocation/success rate, and process exceptions by tower, alongside case/SNOW and alerting KPIs.
- Success rate for changes driven thought TRB , all changes should be successful.
- Bi-weekly reporting of change management team control deck.