Senior Azure Support Delivery Manager

We are seeking a highly experienced, results-driven Senior Azure Support Delivery Manager with 15+ years in IT service delivery and 10+ years specializing in Microsoft Azure environments. Proven expertise in leading 24x7 global cloud operations, ensuring high availability, performance, and security across mission-critical workloads. Skilled in ITIL processes, SLA governance, and major incident management. Identify gaps and Adept at building high-performing support teams, driving automation, and delivering measurable service improvements. Strong record of managing enterprise clients, resolving complex escalations, and aligning Azure support operations with business goals.

### **Key Responsibilities**

#### **Service Delivery Leadership**

* Identify Gaps in the current teams' knowledge, expertise, Oversee end-to-end delivery of Azure cloud support services across Infrastructure-as-a-Service (IaaS), Platform-as-a-Service (PaaS), and related workloads.
* Manage escalations, ensure timely resolution of incidents, service requests, and problem tickets. ( Do an gap analysis and provide report for changes)
* Ensure SLAs, KPIs, and contractual commitments are consistently met or exceeded. ( Do an gap analysis and provide report for changes)
* Coordinate with Azure architects, engineers, and technical support teams for proactive service improvement.

#### **Customer Engagement & Relationship Management**

* Understand client business objectives and translate them into actionable delivery strategies.
* Drive customer satisfaction and retention through high-quality support and proactive engagement.

#### **Operational Excellence & Continuous Improvement**

* Implement ITIL best practices for incident, problem, change, and capacity management. ( Do an gap analysis and provide a report for changes)
* Monitor service performance metrics and identify areas for optimization. ( Do an gap analysis and provide report for changes)
* Champion automation, self-service, and AI-driven support enhancements in Azure environments. ( Do an gap analysis and provide report for changes)
* Ensure compliance with security, governance, and regulatory requirements. ( Do an gap analysis and provide report for changes)

#### **Team Leadership & Development**

* Identify necessary gaps in the current team and mentor the team of Azure support engineers, technical leads, and service coordinators.
* Foster a culture of collaboration, innovation, and accountability.
* Conduct performance reviews, identify training needs, and build Azure skill capabilities within the team.

### **Required Skills & Experience**

**Technical Skills**

* Strong expertise in Microsoft Azure IaaS, PaaS, and SaaS offerings.
* Familiarity with Azure governance, security, cost management, and monitoring tools (e.g., Azure Monitor, Log Analytics, Azure Policy).
* Understanding of hybrid cloud, networking, and identity management (Azure AD, IAM, MFA).
* Proficient in ITIL processes and service management tools (e.g., ServiceNow, Jira).

**Leadership & Delivery Skills**

* Proven experience managing large-scale cloud support or operations teams.
* Strong stakeholder management and customer-facing communication skills.
* Excellent problem-solving and decision-making abilities under pressure.
* Ability to manage budgets, resources, and delivery timelines effectively.
* SLA compliance, Customer satisfaction (CSAT/NPS) score , Incident and problem resolution time.
* Team performance and skill growth.

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* Microsoft Certified: Azure Solutions Architect Expert or Azure Administrator Associate (preferred).
* ITIL Foundation/Intermediate certification required (ITIL Expert a plus).
* PMP or PRINCE2 certification is desirable.