Service Delivery Manager - Cloud Managed Services

Job Title: Service Delivery Manager Cloud Managed Services ( Projects & Delivery )

Location: Atlanta, GA or Dallas, TX - (Hybrid)

Fulltime with IT Convergence

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

Duties and Responsibilities

• Strong onsite offshore communication and coordination skills, with the ability to independently conduct monthly, quarterly, and semi-annual reviews.
• Adherence to incident management processes, with expertise in problem analysis, communication management, crisis handling, and emergency resolution.
• Facilitation of team action meetings, weekly team reviews, and oversight of deliverables.
• Strong understanding of service delivery SLAs, with the ability to recommend improvements and drive teams toward consistent achievement.
• Expertise in SLA measurement, reporting, and compliance management.
• Proven ownership and accountability in managing service deliverables.
• Strong vision and goal-setting capabilities, with a detail-oriented approach to execution.
• Experience in mentoring teams on technical tools, operational processes, and standard procedures aligned with project needs.
• Ability to identify improvement opportunities and implement initiatives to enhance customer satisfaction.
• Skilled in defining and establishing new operational processes and procedures.
• Experience in periodic evaluation of SLA metrics and conducting audits.
• Strong knowledge of ITIL V3 frameworks, along with experience supporting IT and security certifications such as ISO 20000 and ISO 27001.
• Proven expertise in third-party vendor management, including contract negotiation.
• Ability to build and maintain strong relationships with customers and stakeholders, ensuring high satisfaction levels.
• Leadership in infrastructure transformation initiatives, including cloud migrations, database upgrades, and modernization programs, with responsibility for scheduling, resource planning, budgeting, and scope management.
• Regular review of project portfolios to ensure alignment with organizational goals and strategic objectives.
• Collaboration with clients and operations teams to identify and drive continuous service improvement initiatives.
• Proactive removal of obstacles impacting customer satisfaction and financial performance.

Skills and Abilities

• Ability to effectively engage and interact with CIOs and Infrastructure Directors.
• Strong understanding of ITIL frameworks and service management principles.
• Preferably 12 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.

Education / Expertise

• Bachelor s degree in computer science, Engineering, Information Technology, or an equivalent discipline.
• Minimum of 10 years of experience in a leadership or managerial role supporting end users and customers.
• Strong analytical, planning, project management, problem-solving, negotiation, and organizational skills.
• In-depth understanding of the product lifecycle, tools, processes, and operations planning.
• Excellent customer service orientation with a strong focus on client satisfaction.
• Proven experience managing diverse, multicultural teams across technical, development, and functional domains, particularly within Oracle environments. Demonstrated success in delivering projects within defined scope, timelines, and budget. Experience includes pre-implementation planning and contracting, implementation, and post-production support.
• Ability to manage multiple concurrent projects across various phases, effectively addressing complex customer and organizational challenges.
• Capability to recommend and implement process improvements and policy enhancements to drive productivity and service delivery excellence.
• Strong organizational and attention-to-detail skills, both individually and in managing client relationships.
• Demonstrated commitment to consistent follow-through and proactive communication of status and progress.
• Strong understanding of the Oracle product suite, with the ability to support business development efforts, and driving revenue growth.

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.

Salary : $100,000 - $125,000