About this role
Cloud Service Delivery Manager
The Cloud Service Delivery Manager is responsible for overseeing the delivery, reliability, operational excellence, and continuous improvement of enterprise cloud services across public, private, and hybrid cloud environments. This role serves as the primary liaison between Cloud Operations, Engineering, Architecture, Security, and business stakeholders to ensure cloud platforms meet service level objectives, operational standards, compliance requirements, and business expectations.
The successful candidate will drive operational governance, incident and problem management, service performance, capacity planning, financial optimization, vendor management, and continuous service improvement while fostering a culture of accountability, automation, resiliency, and customer focus.
Key Responsibilities
Service Delivery & Operations Management
- Own end-to-end delivery and operational performance of cloud infrastructure and platform services.
- Ensure services meet or exceed defined SLAs, SLOs, availability targets, and customer expectations.
- Lead operational governance reviews and service performance reporting with senior leadership.
- Monitor service health, capacity, utilization, and operational risks across cloud environments.
- Establish and maintain operational runbooks, service documentation, and support processes.
Operational Excellence
- Drive continuous improvement initiatives focused on stability, automation, resiliency, and operational efficiency.
- Lead root cause analysis efforts and ensure corrective actions are implemented for major incidents.
- Develop and track key operational metrics and KPIs.
- Champion Site Reliability Engineering (SRE) and DevOps practices to improve platform reliability.
- Identify opportunities to reduce technical debt and improve service quality.
Incident, Problem & Change Management
- Serve as the escalation point for major incidents and se