Service Delivery Manager

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.

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