service delivery manager.

considerations, to maximize the impact and value for money for Cloud4c and its customers.
Working with other areas of the business such as customer experience, service delivery and other
internal technical teams, the SDM will be expected to own the cloud service delivery from a business
perspective ensuring timely and effective roadmaps are developed and implemented to meet
customer and Cloud4c goals.
In this role, you will be working in collaboration with a wide range of Customer teams managing
services during Cloud migration, Assessments & Managed Services. In addition to the management
of services, you will be leading the change in culture and practice of the teams to embrace Agile and
Continuous Delivery practices.
You will be providing thought leadership to develop and implement a new operating model and
foster a more collaborative and agile way of working both internally and with the customers.
This is a role which will enable you to engage with CXO of large diverse Organizations across the
globe or a specific region as assigned.
Experience & Skills required:
 Must have over 15 years of experience in IT Services industry in a mid to senior level service delivery
role. Minimum 5-7 years of working experience of service management in a cloud service-related
area.
 Understanding of compute, storage, and data centre technologies and emerging trends in
cloud computing, storage, Security, and other cloud offerings.
 Demonstrable experience of delivering services that meet the business need and are
delivered in accordance with agreed business requirements and managing the service
lifecycle.
 Proven record of identifying and developing new business opportunities.
 Self-directed, proactive, work on own initiative with a best practice approach.
 Improving Customer Service experience, create engaged customers and facilitate organic
growth.
 Conduct regular governance meetings with customers and project managers to review open
issues and escalated support requests, answer questions, provide metrics on support and
change requests, and escalate solutions to problems.
 Engage with customers on regular basis to understand the customer pulse and mitigate the
proactively identified risks.
 Able to articulate technical issues in terms of business risk and opportunity.
 Strong team player prepared to work flexibly across a matrix organisation.
 Strong communication and interpersonal skills and a strong professional ethic when dealing
with customers.
 Able to negotiate and resolve conflicting priorities and to influence senior executives.
 Able to assimilate information and to disseminate effectively to customers and colleagues.
 High levels of personal motivation, problem solving and persuasion.
 You will mutualize resources, reduce TCO, centralize services, study opportunity for cloud 
 Develop and measure KPI for all build and run projects.
 As a decision-maker, you will decide what technologies will be adopted to meet future
business needs, prioritize project, assemble project team, assign resource allocation, select
vendor, recommend buying the IT systems using approved IT budget, etc. 
 Mentor, Motive and Guide the project and technical teams to ensure successful and smooth
delivery of the projects and other services.
 Taking ownership of critical incidents, coordinating with resolution parties, and establishing
effective communication between stakeholders for post-incident reviews.
 Building strong relationships with teams and stakeholders to enable effective dialogue
exchange between departments.
Other skills:  
 Client service orientation, dealing with difficult situation, developing others, team
leadership, teamwork, and cooperation.
 Achievement orientation, creative thinking, discipline, analytical, research and evaluating. 
 A highly motivated person who is passionate about collaborating with others to drive results
and can motivate others to do the same to improve the organization.
 A team player who is open-minded, proactive and process driven.
 Excellent oral and written communication skills with a high attention to detail and
impeccable time management skills.
 Someone who possesses a team-first mentality.
 Highly proficient with MS PowerPoint, Jira, and Confluence (or equivalent tools).
 Ability to expertly read, write and speak in the English language.Education and Qualification / Skills and Competencies
 BTech Computer Science or any other Engineering field.
 Any project management certification is preferable.
 Any major cloud certifications will be an added advantage (Azure, AWS, GCP, OCI, IBM etc.)
 CISSP, CISM, CCSP or any other cloud security certification will be an added advantage.Key Responsibilities
 Lead and Govern a Specific region, Country, or the assigned customers (Build & Run)
 Ensure monthly, quarterly, and yearly business reviews with customers and internal
stakeholders and develop relationships and feedback channels to continuously improve the
services
 Ensure the tickets are addressed and closed within the defined SLA
 Ensure the Infrastructure availability as per the agreed uptime
 Ensure detailed RCA is done for all P1 incidents and RCA document is prepared and
communicated to the customer
 Ensure the Service Improvement plans are prepared and implemented
 Track the SLA credits given to the customer in the event of any breaches in Uptime SLA or as
defined in the contract
 Monitor and track SLA, Uptime, SIP, and other key parameters on a daily basis
 Ensure the Csat is > 4.5 and NPS is >8.0 for the assigned customer base
 Implementation of new Consolidation opportunities, Cost savings through better solutions,
Enhance operational efficiencies
 Engage with the respective technical area practice heads in case of any delays or escalations
 Engage with the customer virtually or in person on a regular basis and be in Sync with the
customer Pulse
 Guide and mentor, the team of CSM, PgM, PM and PC and drive the best out of the team.
Employee retention, motivation, and training.
 Average revenue rate per customer to be enhanced through new opportunity evaluation
 Focus on project opportunities and transformation initiatives, implementation of
Automation in service management, Utilization, Billing Management, Delivery and Resource
Reporting
 Track and report the KPI metrics for the assigned region customers and produce reports as
desired by the management
 To Possess Umbrella Overview approach towards assigned Region, Accounts, External,
Internal Stakeholder