Expert Service Delivery Manager

Overview: The Service Delivery Manager is a senior operations position providing leadership for rotational team and collaborate with duty managers supporting 100+ clients on a rotating shift pattern, responsible for the efficient and professional execution of activities associated with providing an exceptional level of hospitality for clients' mission-critical systems.

The Service Delivery Manager also serves as the accountable owner of Change Management governance for the entire business unit under the Altera Cloud Operations Change Management Process (v2.1) — chairing the Technical Review Board (TRB), overseeing implementation and validation, and holding final closure authority across all towers and shifts.

Change Implementation, Validation & Closure



* Facilitate TRB meeting for change reviews across cloud BU.



* Staff and lead the Hosting Response Bridge (HRB), providing 24x7 monitoring across the post-change stability window; trigger swarms the moment an anomaly is detected.



* Enforce alert-suppression discipline and confirm pre-change baseline capture and post-change comparison before closure.



* Oversee validation against Validation Test Library pass/fail criteria and evidence — including mandatory application and technical validation for production changes.



* Hold final closure authority: confirm the 24-hour or TRB approved closure window with HRB observation if the change was clean and evidence is complete before authorizing closure; refuse closure otherwise.



* Invoke rollback directly against a pre-agreed trigger without further approval; escalate exceptions to the Tower Leader.



* Carry open items into shift handover with clear owners so closure is never missed across a shift boundary.

Operational Leadership & Incident Management



* Major incident / critical issue early detection and fast remediation for all matters during their shift.



* Ensure all client requests, incidents, and problems are addressed in a timely and professional manner.



* Run stand-up calls with their team, managing proper hand-over of activities and client status between shifts and teams.



* Allocate resources as necessary across teams to provide efficient, effective resolution of issues.



* Identify and implement operational process improvements across teams.



* Assist Shift Site Reliability Engineers with client communication and escalations.



* Drive results through agreed KPIs for alerts, monitoring tools, and case/ServiceNow (SNOW) metrics.

TRB Ownership & Change Process Governance



* Chair the Technical Review Board: the final gate reviewing risk classification, architectural impact, rollback adequacy, and monitoring plan for every change; approve, send back for rework, or escalate.



* Pre-agree and record rollback triggers at TRB, each with a maximum time-to-decide.



* Own and continuously improve the end-to-end process, intake template, and Validation Test Lib...