Service Delivery Manager – Cloud Managed Services ( Projects & Delivery )

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 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.

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.