Infrastructure Platforms Senior Service Delivery Manager (Cloud & Hybrid)

We are:

The Advanced Technology Centers (ATCs) is the engine for reinvention in our clients' transformation journey. Powered by more than 255,000* people across 24 countries, ATCs will provide our clients seamless access to industry insights and innovative technology solutions.

Stronger together!

The Advanced Technology Centers (ATCs) make tremendous impact in solving our clients' business problems leveraging Innovation, Intelligence, Industry insights, new IT and new technology skills. Now, with the global environment changing at a faster pace, our clients are facing unprecedented challenges and they need us more than ever before. As a Network, ATCs are positioned to unlock greater opportunities and exponential value for our clients.

The value for our clients and our people

For our clients, the Network provides the strength of our geographic diversity, greater resilience, and seamless access to the deepest industry knowledge, the latest in Gen AI solutions, and tech expertise from around the world.

For our people, it brings an opportunity to shape truly boundaryless career paths in a highly collaborative team of experts where they can learn from each other and solve the world's most complex client challenges.

You are:

An experienced Infrastructure Platforms SDM (Cloud & Hybrid) - Senior Manager.

The Work:

The Infrastructure Platforms Service Delivery Manager leads engineering and support teams responsible for the development, maintenance, enhancement, and operation of technology platforms under managed service agreements. The role ensures that applications and systems meet service level agreements (SLAs), business objectives, security requirements, and continuous improvement targets. This role typically combines 40% delivery/service management, 25% people leadership, 25% client/stakeholder management, and 10% technical governance.

Service Delivery Management

• Own end-to-end delivery of managed services engagements.
• Ensure compliance with SLAs, KPIs, and contractual commitments.
• Manage incident, problem, change, and release processes.
• Oversee service health, availability, performance, and reliability.

Technical Oversight

• Guide architecture, design, and implementation decisions.
• Review technical solutions and remediation plans.
• Drive automation, cloud adoption, CI/CD, and operational efficiencies.
• Manage technical debt and modernization initiatives.

Client & Stakeholder Management

• Serve as the primary technology delivery contact for clients and business stakeholders.
• Conduct governance meetings, service reviews, and executive reporting.
• Communicate risks, issues, mitigation plans, and service improvements.
• Build trusted client relationships and identify opportunities for value creation.

Operations & Continuous Improvement

• Monitor operational metrics and service performance.
• Lead root cause analysis (RCA) for major incidents.
• Implement preventive actions and process improvements.
• Drive operational excellence through automation and AI-enabled support capabilities.

Financial & Commercial Management

• Manage budgets, forecasts, and resource utilization.
• Track managed services profitability and productivity.
• Support contract renewals, scope management, and growth opportunities.

Typical KPIs

• SLA attainment (%)
• Incident resolution time (MTTR)
• System availability and uptime
• Change success rate
• Customer satisfaction (CSAT)
• Team utilization and productivity
• Defect leakage and quality metrics
• Automation adoption and operational efficiency gains

This role will require a minimum of 3 days per week in the office. Hiring locations: Tampa, Orlando or Columbus.