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Service Delivery Manager (SDM)

MAVLRA CORPORATIONOhio City, OH🇺🇸United States

Quick overview

SeniorityMid Senior
Work modeHybrid
LocationOhio City, OH, United States
FiberPMPTriageITIL

Job description

Service Delivery Manager (SDM)

Purpose: Accountable for delivery, quality, safety and people across a site cluster of roughly 90–100 field staff running 24x7. The primary point of contact for the client's site and programme leads in that cluster.

What you will do

  • Lead the cluster's Tech Leads, Senior Auditors, Auditors and Lead Network Engineers across day, swing and night shifts.
  • Deliver the audit plan for each site: coverage, throughput and evidence quality to the client's audit specification.
  • Hold quality: QA re-audit pass rate of at least 98%; act fast on rework, method gaps and weak shifts.
  • Run the site rhythm: shift handovers, daily huddles, discrepancy triage with the client's design and DCIM owners, weekly reviews.
  • Plan and execute site rotations with PMO, Travel and Admin, so crews move without idle time.
  • Own people: rosters, overtime approval, attrition, performance, coaching and career paths to Tech Lead.
  • Work with the EHS lead and site safety officers; stop work when it is not safe.
  • Report cluster KPIs, risks and staffing to the Senior SDM and PMO; escalate per the defined escalation path.

What you bring

  • 10+ years in data center, network or field operations; 5+ years managing field teams of 50+ across shifts.
  • Hands-on experience in hyperscaler data center build-outs or operations: structured cabling, fiber, rack and network turn-up, QA / QC.
  • Has run 24x7 operations and handled client escalations on live sites.
  • Data-driven: runs a site on KPIs, dashboards and logs.
  • Willing to be based at, and move between, client data center sites in the US.
  • Preferred: PMP, ITIL or Lean; OSHA 30; BICSI or fiber certifications.

How we will measure success (first 6 months)

  • Cluster audit KPIs at target: QA re-audit pass rate at least 98%; evidence and log completeness at least 99%.
  • Zero recordable safety incidents; zero client-raised SEVs from our work.
  • Shift coverage at plan; 30-day attrition below plan.
  • Site moves completed with no unplanned idle crew days.

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