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Job Title: Service Delivery Manager Cloud Managed Services
Location: Atlanta, GA or Dallas, TX - (Onsite)
Fulltime
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
Job Title: Service Delivery Manager Cloud Managed Services
Location: Atlanta, GA or Dallas, TX - (Onsite)
Fulltime
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.
- 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.