
Service Delivery Manager
4 weeks ago
Job Description: Service Delivery Manager IaaS
Role Purpose:
Key Delivery & Customer 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:
Governance & Process 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 & 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:
a. Azure Managed & Professional Services
b. Infrastructure as Code (IaC) & DevOps practices
c. ITSM & cloud monitoring tools
d. Data Center exit strategy & execution
4. Proven track record in customer-facing cloud delivery roles within service-based organizations
5. Strong experience in managing multi-vendor ecosystems and large-scale operations. Excellent stakeholder management, strategic thinking, and communication skills.
Soft Skills:
2. Microsoft Azure Certifications (AZ-204, AZ-305)
3. Multi-cloud certifications (AWS, GCP, etc.) as an added advantage
(ref:iimjobs.com)-
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