Service Delivery Manager

Overview

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The Service Delivery Manager (SDM)-Cloud is responsible for overseeing the end-to-end delivery and management of cloud services, ensuring SLAs, customer satisfaction, and operational efficiency. This role involves working closely with cross-functional teams, including Cloud Operations, DevOps, and Cybersecurity, to drive high standards in service delivery and continuous improvement.

• Service Delivery Management - Manage the delivery of cloud services across AWS or Azure environments, ensuring alignment with SLAs and customer expectations. Oversee the daily operations of cloud environments, including incident management, change control, and problem resolution.
• Act as the primary point of contact for clients, addressing their needs, concerns, and requests promptly and professionally.
• Cloud Operations and Monitoring - Implement and monitor dashboards and tools (e.g., CloudWatch, Azure Monitor) to ensure real-time health and performance visibility of cloud environments. Proactively identify issues and work with the engineering team to resolve incidents and perform root cause analysis. Lead continuous improvement initiatives to optimize cloud service performance and cost efficiency.
• Stakeholder and Client Engagement - Conduct regular service reviews with clients, providing insights on operational health, upcoming changes, and performance metrics. Build and maintain strong relationships with client stakeholders, acting as an advisor and advocating for client needs internally. Coordinate with internal teams to ensure service adjustments meet evolving client requirements.
• Resource and Capacity Management - Oversee cloud resource allocation and capacity planning to ensure optimal service delivery and performance. Ensure resource adjustments are made in response to forecasted demand and workload trends.
• Governance, Compliance, and Security - Ensure that cloud services comply with internal policies, standards, and external regulatory requirements. Collaborate with cybersecurity teams to monitor and maintain security controls, addressing any vulnerabilities proactively.
• Reporting and Documentation - Provide detailed service delivery reports, tracking SLAs, KPIs, and incident metrics. Maintain documentation related to cloud architecture, operational procedures, and incident records.

• Bachelor’s degree in computer science, Information Technology, or a related field.
• Experience: 4-5 years in service delivery management, with at least 3 years in cloud service delivery or cloud operations.
• Minimum 8-10 years of experiences in managing leading a team.
• Experience working in Whole of Government (WOG) environment is preferred.
• Experience in managing end to end projects and managing client’s expectation.
• Proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery.
• Strong interpersonal and communication skills to build and maintain relationships with clients, both in written English and good presentation skills.
• Good leadership, analytical and problem-solving skills.
• Ability to multi-task, positive attitude, fast-learning, energetic, able to perform in challenging environment.
• Able to work independently as well as in a team.
• Keeps abreast of industry trends and innovations to promote continuous improvement and best practices.
• Working hour: Mon-Fri, 9am-6pm / 8am-5pm / 1pm-10pm (be prepared to work staggered hours).

• Strong understanding of AWS, Azure, or GCP environments, including monitoring tools like CloudWatch, Azure Monitor, or equivalent. Familiarity with DevOps practices, incident management, and ITIL processes.
• Experience in cost management, FinOps, or budget tracking within cloud environments.
• Knowledge of automation tools and frameworks to enhance service efficiency.

• Excellent communication, leadership, and client relationship management skills.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.

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