Service Delivery Manager Cloud Managed Services

Job Summary

We are looking for a seasoned Service Delivery Manager (SDM) to serve as the strategic liaison between our technical operations teams and enterprise clients. You will oversee high‑availability Cloud Managed Services with a specialized focus on Database, Middleware, and Cloud Infrastructure predominantly for ERP ecosystems (Oracle EBS, Fusion, and NetSuite). This hybrid role demands a high‑performing leader who can guarantee SLA excellence while lead‑managing complex projects, including cloud migrations, system upgrades, and continuous service improvement initiatives.

Skills and Abilities

• Ability to effectively engage and interact with CIOs and Infrastructure Directors.
• Strong understanding of ITIL frameworks and service management principles.
• Preferably 15+ years of overall industry experience.
• 10+ years of experience in managing teams and customer relationships (both direct and matrix structures).
• Proven ability to design and implement strategies to measure and enhance user experience.
• Experience in managing cloud infrastructure environments.
• Strong leadership, people management, and customer relationship skills, with the ability to drive initiatives across organizational boundaries.
• Expertise in project planning and estimation, including work breakdown structures, task allocation, and progress tracking.
• Ability to provide project and activity status reporting aligned with client expectations.
• Strong capabilities in project scope management, risk management, and issue escalation/resolution.
• Proficient in financial management, including revenue, margin, and growth optimization.
• Experience in preparing, reviewing, and finalizing Statements of Work (SOW).
• Excellent negotiation and conflict resolution skills in managing both customer and internal stakeholders.
• Ability to mentor multicultural teams within Service Delivery and Delivery organizations to drive accountability and performance.
• Ownership and oversight of performance and delivery maturity across accounts managed by the SDM organization.
• Define, measure, and track goals and objectives for Service Delivery Analysts and Managers.
• Conduct half‑yearly and annual performance appraisals for Service Delivery Analysts and Managers.

Preferred Qualifications

• Experience with cloud platforms (OCI, AWS, Azure, or Google Cloud Platform).
• PMP, PRINCE2, or similar certification.
• Exposure to ITIL or infrastructure service management frameworks.
• Prior experience working with global or distributed teams.