Service Delivery Manager - Cloud & Infrastructure

Overview

Job Summary : The Service Delivery Manager will be responsible for managing end-to-end service delivery of cloud and IT infrastructure services, ensuring operational excellence, SLA adherence, and client satisfaction. This role requires deep technical understanding of enterprise systems, cloud platforms, and service governance frameworks.

Key Responsibilities

Lead the delivery of cloud and infrastructure services across multiple enterprise environments.

Ensure compliance with SLA, KPI, and quality assurance benchmarks.

Collaborate with internal teams, vendors, and client stakeholders to manage delivery expectations.

Oversee technical teams, including cloud engineers and infrastructure support leads.

Implement ITIL-based service management processes and continuous improvement strategies.

Coordinate incident, problem, and change management efforts.

Ensure proper resource planning, reporting, and performance tracking.

Act as the primary point of contact for clients regarding service operations.

Requirements

Minimum 9 years of experience in IT service delivery, with at least 3 years in a managerial role.

Proven experience managing enterprise IT infrastructure and cloud environments (Azure, AWS, hybrid).

Strong understanding of ITIL, ITSM frameworks, and project governance.

Excellent stakeholder management and communication skills.

Experience working with cross-functional teams, vendors, and third-party service providers.

Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.

Certifications in PMP, ITIL, PRINCE2, or equivalent preferred.

Preferred Skills

Experience in managing operations within GCC region.

Exposure to data center management, security compliance, and cloud-native tools.

Ability to handle escalation management and reporting to executive leadership.

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