Client Delivery Manager (Infrastructure & Cloud Services), Kampong Ubi

Role Summary The Client Delivery Manager (CDM) isresponsible for end-to-end service delivery governance across globalinfrastructure, cloud, network, unified communications, and cybersecurityenvironments. The role ensures contractual SLA/KPI achievement, operationalexcellence, financial governance, stakeholder satisfaction, and continuous serviceimprovement. The CDM acts as the primary interface betweenclient stakeholders, executive leadership, managed service partners, andcross-functional technical teams, ensuring seamless service operations alignedto business objectives. Key Responsibilities 1. End-to-End ServiceDelivery Ownership Own overall service delivery for enterpriseinfrastructure covering: . Cloudplatforms (Azure, AWS) . Network(LAN/WAN, SD-WAN, firewalls, routing, switching) . Security(SASE, FWaaS, ZPA, ZIA, PAM, SIEM) . UnifiedCommunications (Cisco, Avaya, Microsoft Teams) . Ensurealignment with contractual commitments, SLAs, OLAs, KPIs, and regulatorystandards. . Driveservice reliability, performance optimization, and operational resilience. 2. Client &Executive Stakeholder Management Serve as primary escalation point for majorincidents and delivery risks. Conduct: . MonthlyService Reviews (MSR) . QuarterlyBusiness Reviews (QBR) . Translatetechnical metrics into executive-level business insights. . Buildtrusted relationships with C-level stakeholders and business leaders. . Managecustomer satisfaction and long-term strategic partnerships. 3. Governance, Risk& Compliance Lead service governance framework acrossglobal multi-region operations. Own Major Incident Management and chair RCA(Root Cause Analysis) reviews. Drive proactive risk mitigation and servicecontinuity strategies. Ensure adherence to cybersecurity frameworkssuch as: . NIST . ISO27001 . SOC2 . PCI-DSS . MITREATT&CK . Ensurecompliance with audit, security, and regulatory requirements. 4. Financial & Commercial Management Manage service financials including: . Budgeting& forecasting . OPEX/CAPEXgovernance . Vendorcost optimization . Resourcecapacity planning . Collaboratewith procurement for contract optimization and commercial improvements. . Trackfinancial utilization and profitability of managed services. 5 .Vendor & Managed Services Governance Govern third-party vendors and global serviceproviders. Implement vendor scorecards and performancebenchmarking. Conduct contractual compliance reviews. Ensure accountability and continuous serviceimprovement from partners. 6. OperationalExcellence & Continuous Improvement Lead Continuous Service Improvement (CSI)initiatives. Drive automation, monitoring enhancements, andservice health dashboards. Improve SLA performance and reduce incidentrecurrence. Optimize operational runbooks and SOPstandardization. 7. Team Leadership& Delivery Management Lead cross-functional global delivery teamsacross APAC/EMEA/Global regions. Oversee 24×7 operational support models. Mentor delivery leads and technical engineers. Foster high-performance culture andaccountability across teams. RequiredQualifications 12-15+ years of experience in ITInfrastructure, Network, Cloud, and Security delivery. 5+ years in Service Delivery / Client Delivery/ Infrastructure Leadership roles. PreferredCertifications . CISSP . CCIE/ CCNP Enterprise . ITILFoundation (or higher) . Azure(AZ-700 or equivalent) . VMware/ Checkpoint / CEH (advantageous) Technical Expertise . Cloud,Microsoft Azure,AWS . Network& Security . Cisco(FMC, Prime, UCC) . PaloAlto, Checkpoint . SASE,FWaaS, ZPA, ZIA . CyberArk(PAM) . SIEMtools (QRadar) . Vulnerabilitytools (Nessus, Qualys, CrowdStrike) . Monitoring& Management . SolarWinds . LogicMonitor . ManageEngine . WhatsUpGold . FortiManager/ Panorama . UnifiedCommunications . CiscoCollaboration . Avaya . IPCTurret Technologies Key Competencies . Executivecommunication & stakeholder influence . Crisis& escalation management . Strategicthinking & delivery governance . Financialacumen & cost optimization . Riskmanagement & service continuity planning . Cross-functionalteam leadership . Customer-centricmindset