Role Summary
The Client Delivery Manager (CDM) isresponsible for end-to-end service delivery governance across globalinfrastructure, cloud, network, unified communications, and cybersecurityenvironments. The role ensures contractual SLA/KPI achievement, operationalexcellence, financial governance, stakeholder satisfaction, and continuous serviceimprovement.
The CDM acts as the primary interface betweenclient stakeholders, executive leadership, managed service partners, andcross-functional technical teams, ensuring seamless service operations alignedto business objectives.
Key Responsibilities
1. End-to-End ServiceDelivery Ownership
Own overall service delivery for enterpriseinfrastructure covering:
路聽聽聽聽聽聽聽聽Cloudplatforms (Azure, AWS)
路聽聽聽聽聽聽聽聽Network(LAN/WAN, SD-WAN, firewalls, routing, switching)
路聽聽聽聽聽聽聽聽Security(SASE, FWaaS, ZPA, ZIA, PAM, SIEM)
路聽聽聽聽聽聽聽聽UnifiedCommunications (Cisco, Avaya, Microsoft Teams)
路聽聽聽聽聽聽聽聽Ensurealignment with contractual commitments, SLAs, OLAs, KPIs, and regulatorystandards.
路聽聽聽聽聽聽聽聽Driveservice reliability, performance optimization, and operational resilience.
2. Client &Executive Stakeholder Management
Serve as primary escalation point for majorincidents and delivery risks.
Conduct:
路聽聽聽聽聽聽聽聽MonthlyService Reviews (MSR)
路聽聽聽聽聽聽聽聽QuarterlyBusiness Reviews (QBR)
路聽聽聽聽聽聽聽聽Translatetechnical metrics into executive-level business insights.
路聽聽聽聽聽聽聽聽Buildtrusted relationships with C-level stakeholders and business leaders.
路聽聽聽聽聽聽聽聽Managecustomer satisfaction and long-term strategic partnerships.
3. Governance, Risk& Compliance
Lead service governance framework acrossglobal multi-region operations.
Own Major Incident Management and chair RCA(Root Cause Analysis) reviews.
Drive proactive risk mitigation and servicecontinuity strategies.
Ensure adherence to cybersecurity frameworkssuch as:
路聽聽聽聽聽聽聽聽NIST
路聽聽聽聽聽聽聽聽ISO27001
路聽聽聽聽聽聽聽聽SOC2
路聽聽聽聽聽聽聽聽PCI-DSS
路聽聽聽聽聽聽聽聽MITREATT&CK
路聽聽聽聽聽聽聽聽Ensurecompliance with audit, security, and regulatory requirements.
4. Financial & Commercial Management
Manage service financials including:
路聽聽聽聽聽聽聽聽Budgeting& forecasting
路聽聽聽聽聽聽聽聽OPEX/CAPEXgovernance
路聽聽聽聽聽聽聽聽Vendorcost optimization
路聽聽聽聽聽聽聽聽Resourcecapacity planning
路聽聽聽聽聽聽聽聽Collaboratewith procurement for contract optimization and commercial improvements.
路聽聽聽聽聽聽聽聽Trackfinancial utilization and profitability of managed services.
5.Vendor & Managed Services Governance
Govern third-party vendors and global serviceproviders.
Implement vendor scorecards and performancebenchmarking.
Conduct contractual compliance reviews.
Ensure accountability and continuous serviceimprovement from partners.
6. OperationalExcellence & Continuous Improvement
Lead Continuous Service Improvement (CSI)initiatives.
Drive automation, monitoring enhancements, andservice health dashboards.
Improve SLA performance and reduce incidentrecurrence.
Optimize operational runbooks and SOPstandardization.
7. Team Leadership& Delivery Management
Lead cross-functional global delivery teamsacross APAC/EMEA/Global regions.
Oversee 24脳7 operational support models.
Mentor delivery leads and technical engineers.
Foster high-performance culture andaccountability across teams.
RequiredQualifications
12鈥15+ years of experience in ITInfrastructure, Network, Cloud, and Security delivery.
5+ years in Service Delivery / Client Delivery/ Infrastructure Leadership roles.
PreferredCertifications
路聽聽聽聽聽聽聽聽CISSP
路聽聽聽聽聽聽聽聽CCIE/ CCNP Enterprise
路聽聽聽聽聽聽聽聽ITILFoundation (or higher)
路聽聽聽聽聽聽聽聽Azure(AZ-700 or equivalent)
路聽聽聽聽聽聽聽聽VMware/ Checkpoint / CEH (advantageous)
Technical Expertise
路聽聽聽聽聽聽聽聽Cloud,Microsoft Azure,AWS
路聽聽聽聽聽聽聽聽Network& Security
路聽聽聽聽聽聽聽聽Cisco(FMC, Prime, UCC)
路聽聽聽聽聽聽聽聽PaloAlto, Checkpoint
路聽聽聽聽聽聽聽聽SASE,FWaaS, ZPA, ZIA
路聽聽聽聽聽聽聽聽CyberArk(PAM)
路聽聽聽聽聽聽聽聽SIEMtools (QRadar)
路聽聽聽聽聽聽聽聽Vulnerabilitytools (Nessus, Qualys, CrowdStrike)
路聽聽聽聽聽聽聽聽Monitoring& Management
路聽聽聽聽聽聽聽聽SolarWinds
路聽聽聽聽聽聽聽聽LogicMonitor
路聽聽聽聽聽聽聽聽ManageEngine
路聽聽聽聽聽聽聽聽WhatsUpGold
路聽聽聽聽聽聽聽聽FortiManager/ Panorama
路聽聽聽聽聽聽聽聽UnifiedCommunications
路聽聽聽聽聽聽聽聽CiscoCollaboration
路聽聽聽聽聽聽聽聽Avaya
路聽聽聽聽聽聽聽聽IPCTurret Technologies
Key Competencies
路聽聽聽聽聽聽聽聽Executivecommunication & stakeholder influence
路聽聽聽聽聽聽聽聽Crisis& escalation management
路聽聽聽聽聽聽聽聽Strategicthinking & delivery governance
路聽聽聽聽聽聽聽聽Financialacumen & cost optimization
路聽聽聽聽聽聽聽聽Riskmanagement & service continuity planning
路聽聽聽聽聽聽聽聽Cross-functionalteam leadership
路聽聽聽聽聽聽聽聽Customer-centricmindset