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:
·        Cloudplatforms (Azure, AWS)
·        Network(LAN/WAN, SD-WAN, firewalls, routing, switching)
·        Security(SASE, FWaaS, ZPA, ZIA, PAM, SIEM)
·        UnifiedCommunications (Cisco, Avaya, Microsoft Teams)
·        Ensurealignment with contractual commitments, SLAs, OLAs, KPIs, and regulatorystandards.
·        Driveservice reliability, performance optimization, and operational resilience.
2. Client &Executive Stakeholder Management
Serve as primary escalation point for majorincidents and delivery risks.
Conduct:
·        MonthlyService Reviews (MSR)
·        QuarterlyBusiness Reviews (QBR)
·        Translatetechnical metrics into executive-level business insights.
·        Buildtrusted relationships with C-level stakeholders and business leaders.
·        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:
·        NIST
·        ISO27001
·        SOC2
·        PCI-DSS
·        MITREATT&CK
·        Ensurecompliance with audit, security, and regulatory requirements.
4. Financial & Commercial Management
Manage service financials including:
·        Budgeting& forecasting
·        OPEX/CAPEXgovernance
·        Vendorcost optimization
·        Resourcecapacity planning
·        Collaboratewith procurement for contract optimization and commercial improvements.
·        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 24Ă—7 operational support models.
Mentor delivery leads and technical engineers.
Foster high-performance culture andaccountability across teams.
RequiredQualifications
12–15+ years of experience in ITInfrastructure, Network, Cloud, and Security delivery.
5+ years in Service Delivery / Client Delivery/ Infrastructure Leadership roles.
PreferredCertifications
·        CISSP
·        CCIE/ CCNP Enterprise
·        ITILFoundation (or higher)
·        Azure(AZ-700 or equivalent)
·        VMware/ Checkpoint / CEH (advantageous)
Technical Expertise
·        Cloud,Microsoft Azure,AWS
·        Network& Security
·        Cisco(FMC, Prime, UCC)
·        PaloAlto, Checkpoint
·        SASE,FWaaS, ZPA, ZIA
·        CyberArk(PAM)
·        SIEMtools (QRadar)
·        Vulnerabilitytools (Nessus, Qualys, CrowdStrike)
·        Monitoring& Management
·        SolarWinds
·        LogicMonitor
·        ManageEngine
·        WhatsUpGold
·        FortiManager/ Panorama
·        UnifiedCommunications
·        CiscoCollaboration
·        Avaya
·        IPCTurret Technologies
Key Competencies
·        Executivecommunication & stakeholder influence
·        Crisis& escalation management
·        Strategicthinking & delivery governance
·        Financialacumen & cost optimization
·        Riskmanagement & service continuity planning
·        Cross-functionalteam leadership
·        Customer-centricmindset