Service Delivery Manager, Cloud Operations

Pre-requisition

• . Bachelor Degree in Computer Science, Computer Engineering or related discipline
• 8 years work experience in IT service delivery with min 3 years in cloud operations
• . Able to demonstrate strong leadership, excellent communication, and strong analytical skills to attend to detail.
• . Experience in managing enterprise clients and cross-functional teams.

Job Description:

Leadership & Strategy

• . Act as the Service Director's delegate when required, overseeing team priorities and
• strategic initiatives.
• . Drive cloud and service adoption strategies, aligning with business goals and customer needs.
• . Lead post-delivery operations including contract renewals, asset tracking, and
• maintenance reporting.

Cloud Service Delivery & Operations

• Responsible for the delivery and operations of Broadcom VMware Private Cloud services, ensuring SLA compliance and system reliability.
• . Manage escalations and Severity 1 incidents, coordinating with internal teams and communicating with customers and stakeholders.
• . Monitor cloud infrastructure performance and proactively identify areas for optimization and automation.

Customer & Stakeholder Engagement

• . Serve as the primary escalation point for service issues and customer complaints.
• . Ensure transparent communication with customers throughout the escalation and resolution process.
• . Present monthly SLA summaries and service performance reports to clients.

Process Excellence & ITIL Adoption

• . Champion ITIL processes (Incident, Problem, Change) and guide the operations team in adoption and compliance.
• . Identify and implement process improvements and tool enhancements to support service delivery.
  . Facilitate Service Improvement Plans and ensure continuous service enhancement.

Reporting & Governance

• . Prepare and present performance reports, improvement plans, and compliance metrics.
• . Oversee vendor management and ensure adherence to contractual obligations.
• . Collaborate with Infrastructure, Engineering, and Application teams to align service delivery with business needs.

Availability & Support

• . Provide on-call support for critical systems and networks.
• . Maintain disaster recovery readiness and ensure security and compliance across cloud environments (as required)

Technical Skill Sets:

• Cloud platforms AWS, Azure, GCP, Broadcom VMware Private Cloud
• Certification ITIL Foundation
• Good understanding of Cloud Governance and DevOps practices