We are seeking an experienced Service Delivery Manager to oversee enterprise IT service delivery and Azure Cloud Infrastructure operations. The successful candidate will be responsible for ensuring the availability, reliability, performance, and continuous improvement of cloud infrastructure services while maintaining strong relationships with clients and key stakeholders.
This role requires a combination of service management expertise, Azure cloud knowledge, operational leadership, and strong stakeholder management skills. The Service Delivery Manager will coordinate distributed onsite and offshore teams and ensure delivery aligns with contractual SLAs, KPIs, governance standards, and compliance requirements.
Key Responsibilities
- Serve as the primary point of contact for clients regarding service delivery, operational performance, and escalations.
- Manage end-to-end Azure Cloud Infrastructure operations, covering IaaS and PaaS environments.
- Oversee Incident, Problem, Change, and Service Request Management processes.
- Ensure adherence to contractual Service Level Agreements (SLAs), Key Performance Indicators (KPIs), governance standards, and compliance requirements.
- Monitor operational performance, service availability, and infrastructure metrics.
- Identify service issues and implement corrective and preventive actions.
- Lead continuous service improvement initiatives to enhance operational efficiency, reliability, and customer satisfaction.
- Manage onsite and offshore teams across distributed delivery environments.
- Support resource planning, workforce management, and operational capacity planning.
- Manage stakeholder expectations, conflicts, escalations, and service-related communications.
- Identify operational risks and ensure appropriate mitigation and compliance measures are implemented.
- Collaborate with technical teams, business stakeholders, and clients to support cloud transformation and modernization initiatives.
- Prepare and present operational reports, service reviews, performance metrics, and improvement plans.
Required Qualifications & Experience
- 8+ years of overall IT industry experience.
- Proven experience in IT Service Delivery Management within enterprise environments.
- Strong experience managing onsite and offshore delivery models and distributed teams.
- Demonstrated experience in customer-facing roles with responsibility for stakeholder and escalation management.
- Strong understanding of enterprise IT operations and service management processes.
- Hands-on understanding of Azure Cloud Infrastructure, including IaaS and PaaS.
- Experience with Incident, Problem, Change, and Service Request Management.
- Strong understanding of Service Level Management (SLM) and SLA/KPI governance.
- Experience with operational reporting, performance monitoring, risk management, and compliance.
Technical Skills
- Microsoft Azure
- Azure IaaS & PaaS
- Azure Operations & Governance
- Cloud Infrastructure Operations
- Incident Management
- Problem Management
- Change Management
- Service Request Management
- Service Level Management
- Operational Performance Monitoring
- Risk & Compliance Management
- Cloud Governance
Leadership & Soft Skills
- Strong team leadership and people management capabilities
- Excellent stakeholder and client relationship management
- Strong communication and presentation skills
- Conflict resolution and escalation management
- Resource and workforce planning
- Operational decision-making
- Continuous service improvement mindset
Preferred Qualifications
- ITIL Foundation certification or higher
- Microsoft Certified: Azure Administrator Associate
- Microsoft Certified: Azure Solutions Architect Expert
- Experience supporting cloud transformation and modernization programs
- Familiarity with automation and DevOps practices
