Head - Managed Cloud Delivery

Job Description Job Description Key Responsibilities Service Delivery & Customer Experience - Lead end-to-end delivery of projects & managed services with a primary focus on Azure, expanding to AWS, GCP, and other platforms over time. - Act as the frontline customer leader, managing service delivery (projects) & 24x7 support and ensuring exceptional customer experience. - 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 - Drive the shift towards automation-first and agile delivery models to improve efficiency and profitability. - Collaborate with product and GTM teams to achieve the 3x portfolio growth and 10x managed services growth aspirations. - 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 - 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. - Lead incident and problem management for 24x7 operations with focus on minimizing downtime and business impact. - Manage vendor evaluation, onboarding, and governance to ensure consistent quality of service. - Oversee contractual obligations including SLA/OLA creation, renewal, and retirement. Qualifications & Experience - 15+ years of experience in Service Delivery Management or Cloud/IT operations. - 10+ years of hands-on experience in Azure Cloud Projects & Managed Services including 24x7 support. - Expertise in: - Azure Professional & Managed Services - 24x7 Customer Support - 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 - Entrepreneurial mindset with a passion for innovation and scaling businesses. - 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 About Us Transforming Businesses through Digitalization Tata Tele Business Services (TTBS), belonging to the prestigious Tata Group of Companies, is the country's leading enabler of connectivity and communication solutions for businesses. With services ranging from connectivity, collaboration, cloud, security, IoT, and marketing solutions, TTBS offers the largest portfolio of ICT services for businesses in India. With an unwavering focus on customer-centricity and innovation, TTBS continues to garner recognition from customers and peers alike. Our People Shape Our Journey Ahead We are India's leading enabler of digital connectivity and technology solutions for businesses - a feat possible only because we are fueled by the dedication and passion of our people. We welcome the finest talent and believe in nurturing and mentoring them to rise into leadership roles, while standing tall on our ethics and values.