Role: Service Delivery Manager Data Center Operations
Location: New Albany, OH
Job SummaryInnova Software Services Inc. is seeking an experienced Service Delivery Manager (SDM) to oversee end-to-end service delivery, operational governance, and technical team performance within a large-scale data center environment.
The ideal candidate will have a strong background in data center operations, network engineering team leadership, managed services, service-level management, stakeholder engagement, and global delivery operations.
This role requires a hands-on operational leader who can manage service delivery across multiple teams, establish performance standards, resolve escalations, and drive continuous improvement while ensuring alignment with business and operational objectives.
Key ResponsibilitiesService Delivery and Governance
Lead end-to-end service delivery for data center installation and provisioning operations.
Establish and maintain governance frameworks, service-level agreements (SLAs), and key performance indicators (KPIs).
Oversee operational performance, service quality, and delivery commitments across teams.
Drive provisioning completion in collaboration with site operations and engineering teams.
Identify operational gaps and implement continuous improvement initiatives.
Lead executive-level service reviews and governance meetings.
Stakeholder and Escalation Management
Serve as the primary point of contact for key stakeholders on service delivery matters.
Build strong relationships with technical teams, operational leadership, and business stakeholders.
Conduct Monthly Operational Reviews (MORs) and regular performance discussions.
Manage complex service escalations and coordinate timely resolution.
Communicate service performance, risks, operational challenges, and improvement plans.
Team Leadership and Resource Management
Oversee technical team leads and ensure consistent operational execution.
Manage workforce planning, resource allocation, onboarding, and team readiness.
Establish training, development, and performance improvement initiatives.
Promote collaboration, accountability, employee engagement, and retention.
Coordinate service delivery activities across regional and global teams.
Reporting, Compliance and Operational Excellence
Own monthly service performance reporting, operational dashboards, and management updates.
Track SLA compliance, resource utilization, service quality, and delivery metrics.
Ensure adherence to applicable security policies, operational procedures, and contractual obligations.
Identify delivery risks and establish mitigation plans.
Maintain operational documentation and governance records.
Onshore and Offshore Delivery Coordination
Support the setup and integration of offshore technical delivery teams.
Establish consistent operational processes across onshore and offshore teams.
Coordinate knowledge transfer, delivery responsibilities, and escalation procedures.
Implement effective communication and reporting structures across distributed teams.
Bachelor's degree in Management Information Systems, Computer Science, Systems Engineering, Electrical Engineering, Business, or a related discipline.
5+ years of experience leading network engineering teams within high-technology data center operations.
Strong experience managing technical service delivery, operational governance, and cross-functional teams.
Understanding of data center infrastructure, networking, installation, and provisioning operations.
Experience establishing and monitoring SLAs, KPIs, and operational performance metrics.
Strong stakeholder management, escalation handling, and executive communication skills.
Experience managing team leads, resource planning, and operational delivery.
Strong analytical, negotiation, problem-solving, and organizational capabilities.
Ability to manage multiple priorities across regional or global operations.
CCNA, JNCIA, or equivalent practical networking experience.
Experience supporting large-scale enterprise or hyperscale data center operations.
Experience in managed services or multi-team technical delivery environments.
Experience coordinating onshore and offshore delivery teams.
Experience establishing governance processes and operational improvement programs.
Experience leading executive-level operational reviews.
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