What are the responsibilities and job description for the Service Delivery Manager (Infra) position at Techridge, Inc.?
Location: Atlanta, GA/ Dallas, TX (Onsite)
Job Overview
We are looking for an experienced Service Delivery Manager (SDM) to act as the key liaison between technical operations teams and enterprise clients. This role will oversee Cloud Managed Services with a focus on Database, Middleware, and Cloud Infrastructure supporting Oracle ERP ecosystems such as Oracle EBS, Fusion, and NetSuite.
The ideal candidate will have strong experience in service delivery, SLA management, customer relationship management, and infrastructure transformation projects including cloud migrations, upgrades, and modernization initiatives.
Key Responsibilities
- Manage end-to-end service delivery operations and ensure SLA compliance
- Serve as the primary point of contact between clients and technical delivery teams
- Lead incident, problem, and crisis management processes
- Drive customer satisfaction and continuous service improvement initiatives
- Oversee cloud migration, infrastructure transformation, and upgrade projects
- Conduct regular service reviews (monthly, quarterly, semi-annual)
- Manage onsite-offshore coordination, team reviews, and project deliverables
- Support vendor management, contract discussions, and stakeholder engagement
- Track project scope, risks, budgets, and resource planning
- Mentor teams and improve operational processes and delivery standards
Required Skills & Experience
- 10 years of experience in service delivery, operations, or customer-facing leadership roles
- Strong experience managing enterprise clients, technical teams, and delivery operations
- Solid understanding of ITIL frameworks, SLA management, and service governance
- Experience managing cloud infrastructure environments
- Strong background in project management, risk management, and escalation handling
- Experience with Oracle environments such as Oracle EBS, Fusion, or NetSuite
- Excellent communication, leadership, stakeholder management, and problem-solving skills
Preferred Qualifications
- Experience with OCI, AWS, Azure, or Google Cloud Platform
- PMP, PRINCE2, or similar certification
- Experience working with global or distributed teams
- Exposure to ISO 20000 / ISO 27001 or related service management standards