Service Delivery Manager Cloud Managed

Job Title: Service Delivery Manager   Cloud Managed Services 
Location: Atlanta, GA or Dallas, TX - (Onsite)
 Fulltime  
  
Job Summary 
We are Looking for a seasoned Service Delivery Manager (SDM) to serve as the strategic liaison between our technical operations teams and enterprise clients. You will oversee high-availability Cloud Managed Services with a specialized focus on Database, Middleware, and Cloud Infrastructure predominantly for ERP ecosystems (Oracle EBS, Fusion, and NetSuite). This hybrid role demands a high-performing leader who can guarantee SLA excellence while lead-managing complex projects, including cloud migrations, system upgrades, and continuous service improvement initiatives
 
Skills and Abilities

• Ability to effectively engage and interact with CIOs and Infrastructure Directors.

• Strong understanding of ITIL frameworks and service management principles.

• Preferably 15+ years of overall industry experience.

• 10+ years of experience in managing teams and customer relationships (both direct and matrix structures).

• Proven ability to design and implement strategies to measure and enhance user experience.

• Experience in managing cloud infrastructure environments.

• Strong leadership, people management, and customer relationship skills, with the ability to drive initiatives across organizational boundaries.

• Expertise in project planning and estimation, including work breakdown structures, task allocation, and progress tracking.

• Ability to provide project and activity status reporting aligned with client expectations.

• Strong capabilities in project scope management, risk management, and issue escalation/resolution.

• Proficient in financial management, including revenue, margin, and growth optimization.

• Experience in preparing, reviewing, and finalizing Statements of Work (SOW).

• Excellent negotiation and conflict resolution skills in managing both customer and internal stakeholders.

• Ability to mentor multicultural teams within Service Delivery and Delivery organizations to drive accountability and performance.

• Ownership and oversight of performance and delivery maturity across accounts managed by the SDM organization.

• Define, measure, and track goals and objectives for Service Delivery Analysts and Managers.

• Conduct half-yearly and annual performance appraisals for Service Delivery Analysts and Managers.

 Preferred Qualifications

• Experience with cloud platforms (OCI, AWS, Azure, or Google Cloud Platform).

• PMP, PRINCE2, or similar certification.

• Exposure to ITIL or infrastructure service management frameworks.

• Prior experience working with global or distributed teams.