Service Delivery Manager

Job Overview:
We are seeking an experienced Service Delivery Manager to lead our Cloud Managed Services team. The ideal candidate will have a proven track record in managing and delivering managed services on Azure and AWS, with a strong focus on customer satisfaction and service excellence.

Summary of Responsibilities:

o Oversee the delivery of cloud managed services to ensure high-quality service and customer satisfaction.
o Manage Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to meet or exceed customer expectations.
o Create Monthly and Quarterly Reporting and facilitate Quarterly Business Reviews with customers.

o Develop and maintain strong relationships with customers, acting as the main point of contact for service delivery issues and escalations.
o Ensure a high level of customer satisfaction by proactively addressing and resolving issues.
o Create and manage standard operating procedures to ensure consistent and high-quality service delivery.
o Manage change requests and escalations, ensuring timely and effective resolution.
o Implement and oversee continuous improvement initiatives to enhance service delivery.

Vendor Management:
o Manage relationships with vendors and service providers to ensure seamless service delivery.
o Negotiate contracts and manage vendor performance to meet service delivery requirements.

Leadership and People Management:
o Lead and mentor a team of service delivery professionals, fostering a culture of excellence and continuous improvement.
o Provide regular performance feedback and development opportunities for team members.

Qualifications:
Minimum of 8 years of experience as a Delivery Manager, specifically in delivering managed services for customers on Azure and/or AWS.
Expert in managing SLAs, KPIs, monthly and quarterly reporting, and conducting Quarterly Business Reviews.
Proven experience in customer relationship management and delivering high-quality service.
Strong experience in creating and managing standard operating procedures.
Excellent communication and people management skills.
Strong leadership skills with the ability to inspire and motivate a team.
Experience in managing change requests and escalations effectively.
Vendor management experience, with the ability to negotiate contracts and manage vendor performance.
Excellent problem-solving skills and the ability to think strategically.
Strong experience in creating and managing shift schedules for for this position
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