Service Delivery Manager, Managed Services

You will leverage your strong communication and leadership skills to manage stakeholder expectations, drive continuous improvement, and foster a high-performance team environment. ITIL and Cloud certifications are highly desirable.

Job Highlights:

• Grow the Managed Services business.
• Client-facing technical leadership opportunity in a growing AWS environment
• Dynamic and energetic workplace with continuous learning opportunities
• Strong oral and written communication skills required
• Leadership in managing international, cross-functional teams

Key Responsibilities:

• Business Development – Own and grow the Managed Services Revenue and profitability targets. Work with Sales on presales engagements, proposal generation, and negotiations
• Service Accountability: Own the successful delivery of Cloud Managed Services and related cloud operations for assigned clients, ensuring compliance with established service standards and SLAs.
• Quality & Schedule Management: Deliver on-time, high-quality services by managing project timelines, prioritizing tasks, and monitoring performance against defined KPIs.
• Client Engagement & Documentation: Review and understand customer workloads; prepare and maintain architecture diagrams, network topologies, and workload documentation for internal and external audiences.
• Resource Coordination: Arrange and coordinate in-house and customer vendor resources to address customer requests, troubleshoot issues, and implement solutions effectively.
• Continuous Improvement: Drive ongoing improvements in stability, performance, and security for customer workloads, identifying areas for optimization and implementing best practices.
• Customer Relationship Management: Lead regular service review meetings, maintain strong customer relationships, and proactively communicate updates, risks, and recommendations to customers and senior management.
• Operational Governance: Develop and maintain SOPs for 24x7 support engineers, perform root cause analyses post-incident, and ensure adherence to ITIL or similar service management frameworks.
• Team Leadership & Development: Lead, mentor, and develop a team of Technical Account Managers (TAMs), promoting a collaborative and accountable culture.
• Reporting & Metrics: Oversee the creation of internal management reports and client-facing reports, ensuring transparency and accuracy.
• Process Optimization: Identify, recommend, and implement operational improvements to enhance team efficiency, service quality, and overall service delivery excellence.

Basic Qualifications:

• Bachelor’s degree or diploma in Business, Science, Engineering, or a related field.
• 5+ years of experience in the IT industry in roles such as Project Management, Development, Support, or Operations.
• 2+ years of experience managing technical teams with a proven track record of meeting business objectives.
• Demonstrated experience working directly with customers to resolve technical and operational issues.
• Exceptional oral and written communication skills with the ability to engage both technical and non-technical audiences.
• Strong multitasking, organizational, and time-management skills in a fast-paced environment.
• Demonstrated ability to manage conflict, build consensus, and align multiple stakeholders.

Preferred Qualifications:

• Experience with AWS Cloud services or other major cloud platforms.
• ITIL, ITSM, AWS Certifications, or Project Management certifications are strongly preferred.
• Proven ability to deep-dive into systems or processes to identify and resolve underlying issues.
• Enthusiasm for learning new technologies and enabling customer success.
• Experience setting measurable team goals, tracking performance metrics, and ensuring alignment with organizational objectives.

• Attractive remuneration package, benefits & year-end bonus
• Excellent career development
• 5-day work with a flexible work schedule

Interested candidates can write to ope••••••••••@ecloudvalley.com or apply via the Job Street/ Seek portal. Only shortlisted candidates will be notified. Thank you for applying.