Service Delivery Manager – IT Operations - Global Facility Operations Center

This position involves complex technical problem-solving, real-time decision-making, and proactive communication with internal and external stakeholders, without direct personnel management responsibilities.

• Deliver Tier I support for Data Center operations and networking incidents.
• Provide subject matter expertise and guidance for Tier I analysts during live operations.
• Act as a technical escalation point for junior team members, ensuring timely and effective issue resolution.
• Monitor alarm platforms, network systems, and infrastructure tools to detect, triage, and resolve service-impacting events.
• Respond to incoming tickets, emails, and phone inquiries from internal and external customers.
• Drive resolution of customer-facing issues including connectivity, site access, and portal-related problems.
• Draft and disseminate customer communications for incidents, maintenance windows, and advisories.
• Take ownership of complex issues, from troubleshooting to resolution, while maintaining service level expectations.
• Ensure thorough, real-time documentation of incidents, maintenance, and problems in internal systems.
• Coordinate with cross-functional teams to escalate critical events as needed and ensure swift remediation.
• Adhere to operational KPIs and SLAs, ensuring accurate tracking and prioritization of work across the shift.
• Support a strong incident management process and participate in post-incident analysis and service restoration efforts.
• Continuously develop knowledge across network protocols, alarm systems, and service platforms.
• Support management through ongoing auditing of KPI's and quality control of communications
• Assists in coaching and training analysts and documenting progress
• Assists in carrying out performance drills with team to ensure compliance with team goals and objectives

• 2–3 years of experience in a 24/7 Network Operations Center (NOC) Shift Lead, Command Center, or Contact Center.
• Proven background in customer service or technical support with a strong focus on uptime and resolution.
• Knowledge of BMS systems
• Knowledge of Data Center infrastructure I.E. AC Power, UPS, HVAC, etc
• Advanced analytical skills and a methodical approach to problem-solving in high-pressure environments.
• Strong verbal and written communication skills, with the ability to handle escalations and communicate technical concepts clearly.
• Demonstrated ability to priorities competing tasks and manage shifting operational needs.
• Familiarity with SLA and KPI-driven environments and best practices in incident response.
• Experience mentoring or supporting peers in a hands-on technical environment (without direct supervision responsibilities).
• Commitment to continuous learning and professional development in network operations and systems monitoring.