Senior Service Delivery Manager

Company Profile

Flentas helps enterprises leverage the full potential of the cloud through its consulting and implementation practices. With deep technology expertise and extensive experience in executing large-scale digital transformation programs, Flentas enables organizations to scale and optimize their cloud operations. We serve global clients across industries, supported by a strong and passionate team of experienced Solution Architects and technology enthusiasts.

Role Overview

We are seeking a highly experienced and self-driven Senior Service Delivery Manager to lead customer-facing service delivery and operational governance across assigned regional deployments.

This is a senior operational leadership role focused on ensuring service reliability, SLA compliance, incident and change governance, executive-level customer communication, and structured coordination across engineering, vendors, telecom stakeholders, and support teams.

As the regional operational owner, you will ensure customer services are delivered efficiently and reliably while acting as the key escalation and governance point between customers, local operations teams, and internal engineering functions.

Key Responsibilities

Service Delivery & Operational Governance

• Own end-to-end customer-facing service delivery for the assigned region.
• Ensure SLA adherence, service quality, operational excellence, and customer satisfaction.
• Act as the senior operational escalation point for major incidents, service degradation, chronic issues, and change risks.
• Drive operational governance across incidents, problems, changes, escalations, and customer communication processes.
  
  

Incident & Change Management

• Lead or chair operational review meetings and change-control discussions.
• Ensure high-risk changes are assessed, communicated, tracked, and executed effectively.
• Govern root cause analysis (RCA) outcomes and ensure corrective/preventive actions are completed.
• Coordinate incident management and resolution activities across technical and operational teams.
  
  

Customer & Stakeholder Management

• Build trusted customer relationships through clear and structured executive communication.
• Provide regular operational updates, service reviews, and incident reporting.
• Coordinate with telecom operators, vendors, engineering teams, and local support teams to maintain service continuity.
• Translate complex technical issues into customer-friendly operational communication.
  
  

Operational Readiness & Service Improvement

• Oversee operational readiness for new deployments including:
• Runbooks
• Monitoring setup
• Access management
• On-call readiness
• Patching coordination
• Handover to steady-state operations
• Monitor and improve operational KPIs including:
• MTTA
• MTTR
• Change success rate
• RCA closure
• Patch compliance
• Ensure support coverage aligns with regional operational requirements and escalation structures.
  

Technical & Platform Coordination

Maintain Sufficient Technical Understanding Across

• GPUaaS / AI infrastructure environments
• Cloud infrastructure
• Kubernetes environments
• Observability and telemetry platforms
• IAM and orchestration systems
• Deployment automation and release management
• Storage and networking dependencies
  
  

While not directly responsible for implementation, you will coordinate operational dependencies, escalations, maintenance activities, and customer impact management across multiple specialist engineering domains.

Required Skills & Experience

Mandatory Skills

• Strong customer-facing service delivery and operational leadership experience.
• Excellent verbal and written communication skills.
• Strong understanding of ITIL processes, SLA management, incident management, and change governance.
• Ability to manage executive-level stakeholder communication during critical incidents and operational reviews.
• Strong analytical and problem-solving capabilities.
• Ability to prioritize and manage multiple operational activities effectively.
  
  

Technical Expertise

Strong Understanding Of

• AI/ML and GPUaaS operational environments
• Cloud infrastructure and virtualization
• Kubernetes and containerized platforms
• Networking and infrastructure operations
• DevOps and observability tooling
• Service reliability and operational governance
  
  

Experience

• Proven experience in senior service delivery, operations management, or infrastructure operations roles.
• Experience working in telecom, cloud infrastructure, managed services, or data center environments.
• 5+ years of experience in telecom or data center management is highly preferred.