Service Delivery Manager - Data Center & Cabling

Job Summary: Black Box Network Services is seeking an experienced Service Delivery Manager (SDM) to lead the delivery of managed data center operations and structured cabling infrastructure for a major banking customer. This role ensures high-performance service delivery within SLA frameworks, drives customer satisfaction, and oversees continuous improvement across physical infrastructure services. The SDM will act as the single point of contact for all service-related matters, lead internal teams and third-party vendors, and ensure alignment with ITIL and managed services best practices. Key Responsibilities: Managed Services Oversight - Manage the full lifecycle of data center and cabling services delivered under a managed services model. - Ensure alignment with contractual obligations, SLAs, and performance metrics, with a focus on service reliability and uptime. - Oversee rack and stack, cross-connects, structured cabling (copper/fiber), equipment provisioning, and decommissioning activities. Customer Relationship & Stakeholder Management - Serve as the primary service interface with banking client stakeholders including IT infrastructure, security, and compliance teams. - Conduct regular service performance reviews, generate operational and SLA reports, and lead continuous improvement planning. - Build strong, trusted relationships and proactively identify opportunities to enhance customer experience and value. Operations & Team Leadership - Lead a team of technicians, engineers, and subcontractors across multiple bank-owned and colocation data center sites. - Oversee technician tasking, training, workload balancing, and quality assurance across all delivery activities. - Drive operational excellence by enforcing SOPs, change control processes, and compliance with structured cabling standards (e.g., ANSI/TIA, ISO/IEC). Compliance & Risk Management - Ensure services meet banking industry requirements for physical security, regulatory compliance, audit readine…