Job Title:  Associate Director | Service Delivery Manager | Bengaluru | Engineering

AD | EA&D-Engineering | SDM

• Location:  Delhi
• Entity:  Deloitte Touche Tohmatsu India LLP

The team

Engineering helps Reimagine and re-engineer mission-critical operations and processes; Leverage engineering-led design, deep industry knowledge, and AI and data-driven insights to transform the technology platforms at the heart of business.  Working alongside team, we empower and drive mission-critical solutions whether we need to modernize existing systems or implement new technology products and platforms. Through innovation, we improve financial performance, accelerate new digital businesses and fuel growth. Learn more about Engineering, AI and Data

Your work profile

• We are seeking a seasoned Service Delivery Manager (SDM) to lead end‑to‑end service delivery for our Software‑Defined Data Center (SDDC) platforms. The SDM owns SLA/SLO attainment, incident/problem/change governance, capacity & cost optimization, compliance, resilience (DR/BCP), and stakeholder management while driving continuous improvement and automation across VMware-based SDDC (vSphere, vSAN, NSX‑T, VCF) and integrated services (backup, monitoring, security).
• Service Governance & Customer Experience
• Own SLA/SLO commitments for SDDC services; ensure availability, performance, and reliability targets are met.
• Lead service reviews with business/application owners; manage service catalogs, OLAs/SLAs, and escalation frameworks.
• Drive Continuous Service Improvement (CSI) with measurable outcomes and roadmaps.
• ITIL Operations & Quality
• Govern Incident/Problem/Change processes; ensure RCAs with corrective/preventive actions, and high change success rates.
• Orchestrate Major Incident Management, executive comms/bridges, and post‑incident reviews.
• Maintain rigorous CMDB, asset/CI relationships, and configuration baselines.
• Platform Reliability & Capacity
• Oversee day‑to‑day reliability of vSphere/ESXi/vCenter, vSAN, NSX‑T, VCF/SDDC Manager, and connected services (backup, DR, monitoring, security).
• Chair capacity planning—compute, storage (IOPS/throughput), network, and licensing; plan scale, lifecycle, and refreshes.
• Sponsor performance tuning and resilience architecture initiatives across the stack.
• Security, Compliance & Risk
• Ensure adherence to security baselines, vulnerability SLAs, and patch/firmware policies across SDDC platforms.
• Align to regulatory frameworks (e.g., ISO 27001, SOC 2, GDPR as applicable); maintain audit readiness and evidence.
• Govern RBAC/least privilege, certificate lifecycle, encryption (at rest/in transit), and segmentation policies (NSX‑T).
• DR/BCP & Data Protection
• Own DR strategy and runbooks for SDDC services; set RPO/RTO targets and lead DR drills.
• Oversee enterprise backup & recovery standards (e.g., Veeam/Commvault/Rubrik/Cohesity); track success and restore testing cadence.
• Financials, Vendor & Contract Management
• Manage budgets, licensing, capacity-to-cost mapping, and FinOps guardrails (rightsizing, tiering, lifecycle policies).
• Govern vendor performance (MSAs/SLAs), SOWs, renewals, and license optimization (VMware, backup, monitoring, security).
• Evaluate and onboard tools/platforms; lead RFP/RFI processes when needed.
• People Leadership & Delivery
• Lead multi‑disciplinary operations teams (compute, network, storage, backup, DB/middleware liaisons).
• Build on‑call/rota, skill matrices, coaching plans, and succession planning; drive an engineering excellence culture.
• Coordinate delivery for projects, migrations, upgrades with minimal business impact.
• Automation & Observability
• Champion automation-first operations runbook automation.
• Standardize observability with executive dashboards and actionable SLOs/SLIs.
• Promote runbook quality, golden patterns, and self‑service enablement.
• Reporting & Communication
• Publish weekly/monthly service reports: SLA performance, incidents, RCAs, capacity, vulnerabilities, cost, and CSI actions.
• Provide clear exec‑level communication during incidents, changes, audits, and strategic updates.

Key skills required: 

• 12+ years in infrastructure/cloud operations with 5+ years leading service delivery for data center or SDDC services.
• Deep understanding of VMware SDDC: vSphere/ESXi/vCenter, vSAN, NSX‑T, and optionally VCF/SDDC Manager.
• Solid grasp of backup/DR tooling and strategies; ITIL expertise (Incident/Change/Problem).
• Strong risk, compliance, and audit orientation; experience with security baselines and vulnerability management.
• Proven stakeholder management, executive communication, and vendor management.
• Experience leading on‑call operations and major incident situations.
• Data‑driven mindset; proficiency in service reporting and KPI governance.
• Exposure to Nutanix AHV, OpenStack, or hybrid cloud integrations.
• Familiarity with FinOps, chargeback/showback, and cost optimization levers.
• Experience with platform migrations (data center moves, hardware refreshes, version upgrades).
• Certifications: ITIL v3/v4, VMware VCP/VCAP/VCF Specialist, CISSP/CCSP (security), PMP/PRINCE2 (program delivery).
• Knowledge of SRE practices (error budgets, toil reduction) and DevSecOps collaboration.