Service Delivery Manager

Job summary

Oversee enterprise Azure cloud infrastructure operations and service management, ensuring service availability, performance, contractual SLA and KPI compliance, and continuous improvement. Lead distributed onsite and offshore teams, manage client relationships and escalations, and coordinate operational reporting, risk mitigation, and cloud transformation support.

Job details

We are seeking an experienced Service Delivery Manager to oversee enterprise IT service delivery and Azure Cloud Infrastructure operations. The successful candidate will be responsible for ensuring the availability, reliability, performance, and continuous improvement of cloud infrastructure services while maintaining strong relationships with clients and key stakeholders. This role requires a combination of service management expertise, Azure cloud knowledge, operational leadership, and strong stakeholder management skills. The Service Delivery Manager will coordinate distributed onsite and offshore teams and ensure delivery aligns with contractual SLAs, KPIs, governance standards, and compliance requirements. Key Responsibilities Serve as the primary point of contact for clients regarding service delivery, operational performance, and escalations. Manage end-to-end Azure Cloud Infrastructure operations, covering IaaS and PaaS environments. Oversee Incident, Problem, Change, and Service Request Management processes. Ensure adherence to contractual Service Level Agreements (SLAs), Key Performance Indicators (KPIs), governance standards, and compliance requirements. Monitor operational performance, service availability, and infrastructure metrics. Identify service issues and implement corrective and preventive actions. Lead continuous service improvement initiatives to enhance operational efficiency, reliability, and customer satisfaction. Manage onsite and offshore teams across distributed delivery environments. Support resource planning, workforce management, and operational capacity planning. Manage stakeholder expectations, conflicts, escalations, and service-related communications. Identify operational risks and ensure appropriate mitigation and compliance measures are implemented. Collaborate with technical teams, business stakeholders, and clients to support cloud transformation and modernization initiatives. Prepare and present operational reports, service reviews, performance metrics, and improvement plans. Required Qualifications & Experience 8+ years of overall IT industry experience. Proven experience in IT Service Delivery Management within enterprise environments. Strong experience managing onsite and offshore delivery models and distributed teams. Demonstrated experience in customer-facing roles with responsibility for stakeholder and escalation management. Strong understanding of enterprise IT operations and service management processes. Hands-on understanding of Azure Cloud Infrastructure, including IaaS and PaaS. Experience with Incident, Problem, Change, and Service Request Management. Strong understanding of Service Level Management (SLM) and SLA/KPI governance. Experience with operational reporting, performance monitoring, risk management, and compliance. French Proficiency Technical Skills Microsoft Azure Azure IaaS & PaaS Azure Operations & Governance Cloud Infrastructure Operations Incident Management Problem Management Change Management Service Request Management Service Level Management Operational Performance Monitoring Risk & Compliance Management Cloud Governance Leadership & Soft Skills Strong team leadership and people management capabilities Excellent stakeholder and client relationship management Strong communication and presentation skills Conflict resolution and escalation management Resource and workforce planning Operational decision-making Continuous service improvement mindset Preferred Qualifications ITIL Foundation certification or higher Microsoft Certified: Azure Administrator Associate Microsoft Certified: Azure Solutions Architect Expert Experience supporting cloud transformation and modernization programs Familiarity with automation and DevOps practices

What you’ll do

Oversee enterprise Azure cloud infrastructure operations and service management, ensuring service availability, performance, contractual SLA and KPI compliance, and continuous improvement. Lead distributed onsite and offshore teams, manage client relationships and escalations, and coordinate operational reporting, risk mitigation, and cloud transformation support.

Requirements

Requires 8 or more years of IT experience, including enterprise IT service delivery management, customer-facing stakeholder and escalation management, and leadership of distributed onsite and offshore teams. Candidates should have strong knowledge of Azure IaaS and PaaS, IT service management processes, SLA/KPI governance, operational reporting, risk management, and compliance; French proficiency is also specified.

Listed skills

• Microsoft Azure · Preferred
• Incident Management · Preferred
• Change Management · Preferred
• Stakeholder Management · Preferred
• Team Leadership · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• IT Service Delivery Management
• Microsoft Azure
• Azure IaaS and PaaS
• Cloud Infrastructure Operations
• Incident Management
• Problem Management
• Change Management
• Service Request Management
• Service Level Management
• SLA and KPI Governance
• Operational Performance Monitoring
• Risk and Compliance Management
• Cloud Governance
• Stakeholder Management
• Team Leadership
• Resource Planning

Job areas

• Technology
• Management & Leadership
• Customer Service & Support
• Consulting

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