Tata Tele

Role : SERVICE DELIVERY MANAGER - IAAS

Job Description : Service Delivery Manager IaaS

Role Purpose :

We are seeking a seasoned Service Delivery Manager IaaS to lead a ?100 Cr multi-cloud service operations portfolio, serving 300+ SMB customers with 24x7 managed service support for 50+ clients. While our current portfolio is Azure-heavy, it is expanding rapidly to include AWS, GCP, Digital Ocean, and other IaaS platforms. Experience with OpenShift delivery will be an advantage.

Our aspiration is to grow the IaaS portfolio to 3x with IaaS managed services contributing to at least 30% of the total revenue in next 3 years. Given this aspiration, you are expected to collaborate closely with product and GTM teams to grow the business and generate confidence in our delivery capabilities with mature quality measurement and delivery automation.

In addition to managing services, you will lead cultural and operational transformation across teams to embrace automation-led, data-driven, continuous delivery practices. You will manage the IaaS delivery portfolio with focus on customer experience and support business growth. As a leader, you will define new operating models, coach teams on Agile practices, and influence cultural adoption of modern technologies and delivery models.

Key Responsibilities :

Service Delivery & Customer Experience :

- Lead end-to-end delivery of multi-cloud managed services with a primary focus on Azure, expanding to AWS, GCP, and other platforms.

- Ensuring exceptional customer experience by acting as the frontline customer leader.

- Understand and manage the unique needs of SMB customers, often with limited digital maturity, using structured frameworks to address both stated and unstated expectations.

- Ensure seamless delivery in a multi-vendor environment, coordinating with internal and external teams for unified customer experience.

- Define and track cloud-centric performance metrics, SLAs, and OLAs to ensure service effectiveness and continuous improvement.

Leadership & Business Growth :

- Automation first should be the only approach to meet the scale expectations of SMB business.

- Agile delivery models to improve efficiency and profitability.

- Collaborate with product and GTM teams to enable the business growth aspiration.

- Build high-performing, customer-centric teams by coaching and mentoring staff.

- Influence and shape organizational culture to embrace new technologies, agile practices, and continuous delivery.

Governance & Process Excellence :

- Manage vendor evaluation, onboarding, and governance to ensure consistent quality of service.

- Lead incident and problem management for 24x7 operations with focus on minimizing downtime and business impact.

- Oversee contractual obligations including SLA/OLA creation, renewal, and retirement.

- Ensure compliance with ITIL, ISO20K, and ITSM frameworks across incident, problem, change, release, and request management.

- Provide thought leadership in creating target operating models, service designs, and process documentation for scalable delivery.

Qualifications & Experience :

- 15+ years of experience in Service Delivery Management or Cloud/IT operations.

- 10+ years of hands-on experience in Azure Cloud Managed Services & multi-cloud delivery, including 24x7 support.

Expertise in :

- Azure Managed & Professional Services

- Infrastructure as Code (IaC) & DevOps practices

- ITSM & cloud monitoring tools

- Data Center exit strategy & execution

- Proven track record in customer-facing cloud delivery roles within service-based organizations

- Strong experience in managing multi-vendor ecosystems and large-scale operations.

- Excellent stakeholder management, strategic thinking, and communication skills.

Soft Skills :

- Strong leadership, team-building, and coaching abilities.

- Ability to handle day-to-day operational escalations with resilience.

- Excellent written and verbal communication skills across technical and business stakeholders.

Certifications (Preferred) :

- ITIL V3/V4 (mandatory)

- Microsoft Azure Certifications (AZ-204, AZ-305)

- Multi-cloud certifications (AWS, GCP, etc.) as an added advantage