Location: Remote/Hybrid
Job description
We are seeking a Service Delivery Manager to lead Azure cloud, hybrid infrastructure, and network operations. This role owns service performance, customer engagement, and coordination across engineering and data center teams. The successful candidate will translate business priorities into delivery plans, manage escalations, and improve service reliability while ensuring the team meets agreed commitments.
Responsibilities
Service governance and customer engagement
Own service delivery against the agreed scope, service level agreements (SLAs), and internal operational level agreements (OLAs). Track performance and drive recovery plans when commitments are at risk.
Serve as the primary operational contact for customers and stakeholders. Align priorities, communicate delivery status, and resolve escalations across geographically dispersed teams.
Lead regular service reviews and present service metrics, risks, staffing needs, and improvement plans. Record decisions and assign owners and due dates for follow-up actions.
Incident problem and change management
Coordinate major incident response, engage technical owners, and maintain clear customer updates on business impact, restoration progress, and next steps.
Ensure incidents and service requests are prioritized and resolved within agreed targets. Drive root cause reviews, recurring problem elimination, and closure of corrective actions.
Oversee changes and releases, including risk assessment, readiness checks, required approvals, maintenance windows, and rollback planning. Review failed changes and address process gaps.
Infrastructure delivery and team leadership
Coordinate Azure capacity expansion, server rack enablement, and enterprise network deployments with architecture, engineering, software, and data center teams.
Manage delivery plans, task estimates, dependencies, and milestones. Ensure new services meet operational acceptance criteria and have documented support ownership before handover.
Lead distributed delivery teams and coordinate staffing, skills development, shift handovers, and on-call coverage to support the agreed 24×7 operating model.
Resource management and service improvement
Manage workload, resource capacity, vendor commitments, and delivery costs within the approved scope. Escalate resource constraints, scope changes, and financial risks early.
Ensure teams follow approved access, configuration, security, and documentation practices. Track operational risks and coordinate remediation with accountable technical and security owners.
Prioritize automation and process improvements that reduce repetitive work, shorten delivery cycles, and improve service quality. Maintain current runbooks, knowledge articles, and escalation procedures.
Qualifications
Education
Bachelor’s degree in computer science, Information Technology, Engineering, or a related field, or equivalent relevant professional experience.
Relevant experience
· Demonstrated experience managing IT service delivery, cloud infrastructure operations, or enterprise network operations, including leadership of geographically dispersed technical teams.
· Experience managing customer relationships, service reviews, SLAs, major incidents, and escalations in an enterprise or managed services environment.
· Experience coordinating infrastructure deployments, operational transitions, resource planning, and delivery commitments across multiple concurrent workstreams.
Technical and service management skills
· Working knowledge of Azure infrastructure and hybrid cloud environments, with the ability to assess service risks, dependencies, capacity requirements, and operational readiness.
· Good understanding of TCP/IP, routing and switching, network traffic flows, and enterprise platforms such as Cisco Nexus and Arista.
· Understanding of server administration, hardware troubleshooting, and remote support workflows, sufficient to coordinate technical teams and evaluate escalation needs.
· Practical knowledge of incident, problem, change, configuration, and knowledge management processes, supported by experience with IT service management and reporting tools.
· Familiarity with Azure DevOps, Git, and automation using PowerShell or Python, sufficient to guide delivery tracking and prioritize operational improvements.
Certifications
ITIL Foundation or an equivalent service management certification is preferred.
Relevant Azure certification is desirable. Cisco CCNA or CCNP and system administrator certifications are additional advantages.
Leadership and communication skills
Clear written and spoken English, strong listening skills, and the ability to explain technical issues and business impact to different audiences.
Strong analytical, organizational, negotiation, and conflict resolution skills, with the ability to manage competing priorities and hold teams accountable for agreed outcomes.
A collaborative leadership approach that supports coaching and skills development, with flexibility to coordinate across time zones and lead critical escalations outside normal business hours.
Measures of success
Performance will be measured against agreed targets for SLA attainment, incident response and restoration, backlog aging, recurring incident reduction, change success, delivery milestones, customer satisfaction, and completion of service improvement actions
