Role Summary
The Client Delivery Manager (CDM) is responsible 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 24×7 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
