Service Delivery Manager (Cloud & Infra)

Job Overview We are looking for an experienced Service Delivery Manager to oversee the delivery of managed IT services for complex enterprise accounts. This role is accountable for service performance, financial governance, customer satisfaction, and continuous service improvement. The successful candidate will act as the primary interface between customers and delivery teams, ensuring services are delivered in line with contractual commitments while driving operational efficiency and long-term account value. Key Responsibilities Service Delivery and Governance Take end-to-end ownership of service delivery for assigned accounts, ensuring SLA and KPI commitments are consistently met Plan, manage, review, and audit service operations to align with customer business requirements Standardize and operationalize IT Service Management processes in line with industry best practices Identify service risks early and implement mitigation strategies to maintain service stability Financial and Commercial Management Manage service costs, budgets, and financial performance for assigned accounts Drive productivity improvements and cost optimization initiatives to improve service profitability Ensure compliance with contractual, governance, and regulatory requirements Customer and Stakeholder Management Lead regular operational reviews and service performance meetings with customers, including senior stakeholders Act as the primary escalation point for service delivery issues Build trusted relationships with customer stakeholders across operational and executive levels Continuous Improvement and Strategy Define and execute service improvement initiatives to enhance quality, efficiency, and customer satisfaction Work with internal teams to shape and deliver service roadmaps Proactively identify opportunities for service enhancement and innovation Account Growth and Renewal Support Identify opportunities for account expansion, renewals, and value-added services Support or lead renewal discussions and new service initiatives using a consultative approach Requirements Experience Minimum 5 years of experience managing service delivery teams, including team leads and technical staff Proven background in IT service delivery or managed services environments Experience delivering services across one or more of the following areas: Cloud platforms such as Azure and AWS Enterprise networking environments Server and storage infrastructure IT security services Service Management and Delivery Skills Strong knowledge of IT service delivery frameworks and operational best practices Hands-on experience operating within ITIL-based service management models ITIL Foundation certification is required Professional and Leadership Skills Strong customer-facing and relationship management capability Experience in project delivery and cross-functional coordination Exposure to consultative selling or account growth initiatives is an advantage Excellent written and verbal communication skil