Service Delivery Manager

The Service Delivery Manager will lead enterprise Azure cloud infrastructure service delivery, ensuring reliable day-to-day operations, SLA and KPI adherence, governance, compliance, and continuous service improvement. The role serves as a key client-facing point of contact while coordinating distributed delivery teams and driving operational excellence across cloud infrastructure services.

Key Responsibilities:

• Serve as the primary point of contact for clients on service delivery and operational matters.

• Manage end-to-end Azure Cloud Infrastructure operations across Incident, Change, Problem, and Service Request Management.

• Ensure adherence to contractual SLAs, KPIs, governance standards, and compliance requirements.

• Monitor service performance and implement corrective actions to maintain service quality and operational excellence.

• Drive continuous service improvement initiatives to enhance efficiency, reliability, and customer satisfaction.

• Coordinate delivery across onsite and offshore teams and distributed operational environments.

• Manage stakeholder escalations, operational risks, and service delivery priorities.

Required Skills & Qualifications:

• 8+ years of overall IT industry experience with proven enterprise Service Delivery Management experience.

• Strong experience with Azure Cloud Infrastructure and cloud infrastructure operations.

• Experience managing Incident, Problem, Change, and Service Request Management processes.

• Practical understanding of Service Level Management and operational performance monitoring.

• Experience working with distributed teams and onsite/offshore delivery models.

• Strong customer-facing experience involving stakeholder and escalation management.

Preferred Qualifications:

• ITIL Foundation certification or higher.

• Microsoft Certified: Azure Administrator Associate or Microsoft Certified: Azure Solutions Architect Expert.

• Experience supporting cloud transformation and modernization programs.

• Familiarity with automation, DevOps practices, and cloud governance frameworks.

• Experience with risk and compliance management, operational reporting, and performance monitoring.