Service Delivery Manager (Cloud)

Job Description

The Service Delivery Manager (SDM) plays a key role in managing our positive relationships with customers and ensure all contracted services in our high complexity customer accounts are delivered profitably and customer expectations are met.

Key Responsibilities:

• Own the overall financial management, control and stewardship of the account assigned while ensuring compliance with all governance, legal and regulatory requirements.
• Own service risks, control service costs and improve productivity for customers & company, to continually improve cost effectiveness within the account.
• Plan, implement, control, review and audit of service provision, to meet customer's business requirements
• Collaborate with relevant teams to define service delivery roadmap
• Conduct Operational meetings and business reviews with customers of all levels including executives levels on service delivery
• Standardize and implement ITSM processes
• Drive initiatives for continuous service improvements.
• Identify opportunities for new business and account growth.
• Work independently and/or with internal teams, to develop new business within the account, where appropriate, leading on new business such as renewals.

• Minimum 5 years of experience in leading and managing teams of team leaders as well as technical staff
• Experience in Service Management with the last few years in Cloud technology or Cloud based Service Management
• Good in depth knowledge of Service Delivery Management standards and practices
• Experience in managing service delivery under ITIL and possesses ITIL Foundation Certificate
• Experience in consultative selling approaches will be preferred
• Project management and relationship management skills and experience are required
• Good written and oral communication skills