Job Description

Ready to take the next step in your career?

Join a leading global ISP and network infrastructure provider delivering mission-critical connectivity, cloud networking, and managed infrastructure services to hyperscalers, enterprise organizations, and data center operators. The organization supports large-scale cloud, AI, and digital infrastructure through high-capacity networks and carrier-grade solutions.

This opportunity is for a Senior Service Delivery Manager to lead service delivery and customer engagement for strategic hyperscale and data center accounts. The role focuses on ensuring operational excellence across network and cloud services while driving customer satisfaction, service governance, SLA performance, and long-term account success.

Don’t miss out on this exciting opportunity and apply today!

Responsibilities:

• Act as the senior operational point of contact for hyperscale, cloud, and data center customers
• Own end-to-end service delivery across IP transit, dark fiber, wave, colocation interconnect, and managed network services
• Lead operational governance, service reviews, KPI/SLA reporting, and customer escalation management
• Drive proactive service improvement initiatives focused on availability, latency, capacity, and operational efficiency
• Coordinate cross-functional teams including NOC, engineering, field operations, provisioning, project management, and customer success
• Manage major incident communications and ensure timely resolution of critical service-impacting events
• Develop and maintain executive-level customer relationships across technical and business stakeholders
• Oversee change management processes and ensure operational readiness for network expansions and migrations
• Support commercial teams during renewals, expansions, and strategic account planning
• Identify operational risks and implement mitigation strategies across customer environments
• Ensure compliance with ITIL best practices and internal operational governance frameworks

Required Skills/Qualifications:

• 8+ years of experience in Service Delivery, Technical Account Management, or Operations within ISP, telecom, cloud, or data center industries
• Strong knowledge of carrier-grade networking, optical transport, BGP/IP transit, Ethernet, and cloud connectivity solutions
• Proven experience supporting hyperscale, cloud, or large enterprise customers
• Deep understanding of SLA management, incident response, and operational governance
• Experience managing complex customer escalations in mission-critical environments
• Strong executive communication and stakeholder management skills
• Demonstrated ability to lead cross-functional operational teams in fast-paced environments
• Experience working within ITIL-based operational frameworks
• Strong analytical, reporting, and service improvement capabilities
• Bachelor’s degree in Information Technology, Telecommunications, Engineering, or related field preferred

Desirable Skills:

• ITIL v4 Certification
• Experience supporting AWS, Microsoft Azure, Google Cloud, or major hyperscale environments
• Knowledge of data center operations, colocation environments, and interconnection ecosystems
• PMP, Prince2, or Agile certifications are advantageous
• Familiarity with ServiceNow, Jira, or enterprise ticketing and monitoring platforms

Benefits:

• Annual performance bonus
• Equity or long-term incentive opportunities
• Comprehensive healthcare and retirement benefits
• Flexible hybrid working environment
• Career growth within a rapidly expanding global infrastructure business
• Opportunity to work with leading hyperscale and AI infrastructure customers

Salary:

• Competitive $150,000 base salary

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