Service Delivery Lead

Company Description

Extreme Compute, Inc. is India’s first secure cloud service provider, offering high-speed computing integrated with banking-grade security, storage solutions, multi-cloud environments, disaster recovery, and application performance monitoring (APM). The company delivers enterprise-grade cloud solutions that are flexible, scalable, and simple, eliminating the need for organizations to procure and integrate each component separately. Extreme Compute enables organizations to operate independently of any single vendor, providing a seamless and reliable cloud experience to meet modern business demands.

Role Description

This is a full-time remote role for a Service Delivery Lead. The Service Delivery Lead will own the end-to-end delivery of cloud & data center services for enterprise customers. You’ll be the face of service excellence driving SLAs, governance, customer satisfaction, and cross-functional coordination across NOC, SOC, DC Ops, engineering, and project teams.

If you’re someone who thrives in high-availability environments, loves solving complex delivery challenges, and can manage enterprise stakeholders with confidence—this role is for you.

Key Responsibilities

Service Delivery & Operations

Manage end-to-end service delivery across private / community cloud and data center environments

Ensure SLA / OLA compliance, uptime commitments, and operational governance

Review dashboards, incidents, changes, and problem tickets for proactive resolution

Collaborate with NOC, SOC, Cloud, DC Ops, and engineering teams for seamless delivery

Customer Management & Governance

Act as the primary SPOC for enterprise customers

Conduct weekly / monthly / quarterly Conduct regular service review meetings (weekly / monthly / quarterly), present MIS, SLA reports, RCA and improvement plans.

Manage escalations, drive RCA and CAPA for major incidents, and communicate effectively with customer stakeholders.

Build strong relationships with CIOs, CISOs, Infra Heads, and senior IT stakeholders

Process, Quality & Compliance

Implement / improve ITIL best practices across delivery

Ensure alignment with ISO 27001, SOC2, MeitY / RBI guidelines

Ensure meeting Monitoring / reporting compliance for clients

Identify gaps, drive standardization, and improve SOPs / runbooks

Contribute to automation and continuous service improvement

Track KPIs : SLA %, MTTR, RPO, ticket ageing, CSAT etc.

Mentor team members on ownership, communication, and accountability

What are we looking for :

8–12 years in IT Service Delivery / Managed Services / Cloud / Data Centers

Hands-on experience with ITIL processes; ITIL Foundation / Intermediate preferred

Experience working with enterprise customers and running service operations

Strong grip on ITSM tools (Freshservice, ServiceNow, JIRA, etc.)

Excellent communication, stakeholder management, and escalation handling

Ability to manage fast-moving environments with multiple priorities

Why Join Us :

Work with cutting-edge cloud & DC technology

Lead marquee enterprise clients

Fast-growth, extremely agile environment

High ownership, strategic influence, and visibility

Perks and Benefits