About the job

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 ResponsibilitiesServe 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.