About the Company:
Headquartered in California, U.S.A., GSPANN provides consulting and IT services to global clients. We help clients transform how they deliver business value by helping them optimize their IT capabilities, practices, and operations with our experience in retail, high-technology, and manufacturing. With five global delivery centers and 2000+ employees, we provide the intimacy of a boutique consultancy with the capabilities of a large IT services firm.
Role Summary
We are seeking a Service Delivery Manager (SDM) to lead endtoend delivery and operations of hosting services across onpremises data centers, colocation sites, and private/hybrid cloud. The SDM will own SLAs/OLAs, availability, capacity, security & compliance, vendor governance, and stakeholder communication spanning Compute (Windows/Linux), Virtualization (VMware/HyperV), Storage (SAN/NAS/Object), Backup/DR, Databases, Middleware/Web, and Platform Services. The role drives operational excellence, automation, cost optimization, and continuous service improvement (CSI) in line with business priorities.
Key Responsibilities
Service Ownership & Governance
- Own the Hosting Service Catalog (Compute, Virtualization, Storage, Backup/DR, DB, Middleware, Platform): definitions, SLAs/OLAs/SLOs, service tiers, and maintenance windows.
- Lead weekly/monthly service reviews with IT and business stakeholdersSLA trends, risks, capacity, vulnerabilities, and CSI roadmap.
- Ensure ITIL v4 process adoption: Incident, Request, Problem, Change, Release, Service Catalog, CMDB accuracy, and Knowledge Management.
Incident, Problem & Change Management
- Act as Major Incident Manager for P1/P2 hosting outagesestablish bridge, assign actions across towers (Compute/Virtualization/Storage/DB/Middleware/Network), and manage executive communications.
- Oversee Problem Management: RCA, corrective/preventive actions, PIR completion, and trend reduction.
- Chair Change Advisory for hosting changes (patching, firmware, hypervisor upgrades, DB failovers, storage expansions, OS hardening); enforce risk assessment, backout plans, and postchange validation.
Operations & Reliability
- Ensure 247 availability and performance for all hosting services across DCs/colos and hybrid environments.
- Govern capacity management (CPU/RAM/storage IOPS/throughput, virtualization clusters, backup windows, DB performance).
- Maintain golden images/standard builds, patching cadence, firmware lifecycle, config baselines, and vulnerability remediation.
- Own Runbooks/SOPs, DR playbooks, and routine failover testing; drive automation for provisioning, patching, compliance checks, and reporting.
Security, Compliance & Risk
- Enforce security baselines across OS, hypervisors, storage, DB, and middleware (hardening standards, least privilege, key/cert rotation).
- Align to ISO 27001/SOC2/PCI/SOX (as applicable): access reviews, change evidence, backup immutability, logging, and audit readiness.
- Ensure config backups, immutability/airgap for backups, encryption at rest/in transit, and segmentation for critical workloads.
Vendor & Partner Management
- Manage OEMs/MSPs/colocation providers: contracts/SOWs, renewals, escalations, service credits, and QBRs.
- Govern hardware & software lifecycle (EOL/EOS planning, refresh), licensing compliance, support entitlements, and spares strategy.
Financials & Reporting
- Own Opex/Capex planning for hosting stacks (hardware refresh, licenses, maintenance, colo, power/cooling).
- Drive cost optimization (rightsizing, decommissioning, consolidation, reserved licensing, storage tiering, backup retention tuning).
- Publish dashboards: SLA/OLA, MTTR/MTBF, incident trends, change success, capacity/utilization, compliance posture, and cost KPIs.
People Leadership
- Lead/mentor crosstower operations (L1L3): Compute, Virtualization, Storage, Backup, DB, Middleware, and coordinate with Network/Security/Cloud.
- Establish RACI, skills matrix, oncall rotations, and upskilling plans; foster a culture of documentation and automationfirst.
Required Skills & Experience (MustHave)
- 1216 year's total experience with 5+ years in Service Delivery/Operations leadership for hosting environments.
- Breadth across:
- Compute/OS: Windows Server (AD/DNS/DHCP), Linux (RHEL/CentOS/Ubuntu), patching/orchestration.
- Virtualization: VMware vSphere/vCenter, HyperV; cluster HA/DRS, vMotion/Live Migration.
- Storage: SAN/NAS basics, RAID concepts, snapshots/replication, performance tuning (IOPS/latency).
- Backup/DR: Backup policies, immutability, retention, offsite replication, DR drills.
- Databases: Governance of DB operations (SQL Server/Oracle/MySQL/Postgres) including backups, HA/replication, patching.
- Middleware/Web: IIS, Apache/Nginx, JBoss/WebLogic/WebSphere/Tomcat basics, cert/SSL lifecycle.
- Proven Major Incident leadership and executive communications.
- Strong ITIL background with ServiceNow/Jira Service Management experience.
- Experience with monitoring/observability: infrastructure monitoring (e.g., SCOM, Zabbix, Nagios), APM (e.g., Dynatrace/AppDynamics/New Relic), log/SIEM (e.g., Splunk/QRadar).
- Vendor governance, contract/SOW management, and financial acumen (budgeting/forecasting).
GoodtoHave
- Exposure to container platforms (OpenShift/Kubernetes), private cloud (VMware Cloud Foundation, Nutanix), or public cloud landing zones (AWS/Azure/GCP) for hybrid hosting.
- Automation (PowerShell, Ansible, Python), IaC exposure (Terraform for infra provisioning).
- ITDR/Cyber resilience practices (ransomwareready backups, immutable stores, tabletop exercises).
- Familiarity with Service Mapping/CMDB tools and asset discovery (e.g., ServiceNow, NetBox).
- Experience in multitenant managed services or regulated industries (BFSI, Healthcare, Retail).
Why choose GSPANN
We GSPANNians are at the heart of the technology that we pioneer. We do not service our customers, we co-create.
With the passion to explore solutions to the most challenging business problems, we support and mentor the technologist in everyone who is a part of our team. This translates into innovations that are path-breaking and inspirational for the marquee clients, we co-create a digital future with.
GSPANN is a work environment where you are constantly encouraged to sharpen your abilities and shape your growth path, We support you to become the best version of yourself by feeding your curiosity, providing a nurturing environment, and giving ample opportunities to take ownership, experiment, learn and succeed.
We're a close-knit family of more than 2000 people that supports one another and celebrates successes, big or small. We work together, socialize together, and actively serve the communities we live in.
We invite you to carry forward the baton of innovation in technology with us.
At GSPANN, we do not service. We Co-create.
Discover your inner technologist - Explore and expand the boundaries of tech innovation without the fear of failure.
Accelerate your learning - Shape your career while scripting the future of tech. Seize the ample learning opportunities to grow at a rapid pace
Feel included - At GSPANN, everyone is welcome. Age, gender, culture, and nationality do not matter here, what matters is YOU
Inspire and Be Inspired - When you work with the experts, you raise your game. At GSPANN, you're in the company of marquee clients and extremely talented colleagues
Enjoy Life - We love to celebrate milestones and victories, big or small. Ever so often, we come together as one large GSPANN family
Give Back - Together, we serve communities. We take steps, small and large so we can do good for the environment, weaving in sustainability and social change in our endeavors.
We invite you to carry forward the baton of innovation in technology with us.
Let's Co-create.
