Cloud Service Delivery Manager

About the role

The Cloud Service Delivery Manager oversees the end-to-end delivery and management of cloud services, ensuring SLAs, customer satisfaction and operational efficiency. The role works closely with Cloud Operations, DevOps and Cybersecurity teams to raise service delivery standards and drive continuous improvement.

Key responsibilities

• Manage cloud service delivery across AWS or Azure environments, aligned with SLAs and customer expectations, and oversee daily operations including incident management, change control and problem resolution.
• Act as the main client contact, handling needs, concerns and requests promptly and professionally.
• Implement and monitor dashboards and tools such as CloudWatch and Azure Monitor to keep cloud environments healthy and visible in real time; lead root cause analysis and continuous improvement to optimise performance and cost.
• Run regular service reviews with clients, advise them on operational health and upcoming changes, and coordinate service adjustments internally.
• Oversee cloud resource allocation and capacity planning, adjusting resources to forecasted demand and workload trends.
• Ensure compliance with internal policies, standards and external regulations, and work with cybersecurity teams to maintain security controls.
• Produce service delivery reports tracking SLAs, KPIs and incident metrics, and keep documentation on cloud architecture, procedures and incidents.

Required profile

• Bachelor's degree in Computer Science, Information Technology or a related field.
• 4-5 years in service delivery management, with at least 3 years in cloud service delivery or cloud operations.
• Experience in cost management, FinOps or budget tracking within cloud environments.
• Excellent communication, leadership and client relationship management skills.

Required skills

• Strong understanding of AWS, Azure or GCP environments and monitoring tools such as CloudWatch or Azure Monitor.
• Familiarity with DevOps practices, incident management and ITIL processes.
• Knowledge of automation tools and frameworks.