Delivery/Ops Manager (Cloud)

Job Description – Delivery/Ops Manager (Cloud)

Position: Delivery/Ops Manager – Cloud

Location: Hyderabad

Role Overview

We are seeking an experienced Delivery Manager to lead our Cloud Operations function supporting ~150 enterprise customers running workloads across major CSP. This role involves managing a 24x7 operations team of ~100 engineers, ensuring service excellence, operational efficiency, customer satisfaction, and continuous improvement in delivery processes.

Key Responsibilities

• Act as the primary point of escalation for Cloud service delivery across major cloud provides including but not limited to AWS, Azure, GCP, Snowflake.
• Ensure SLAs, KPIs, and contractual obligations are met.
• Conduct regular service reviews with key clients.
• Manage and mentor a 100+ member engineering team working in shifts (24x7).
• Optimize shift schedules to ensure full coverage and efficient workload management.
• Drive performance management, training, and career development.
• Implement ITIL best practices for incident, problem, and change management.
• Ensure proper documentation, runbooks, and knowledge base maintenance.
• Identify and execute automation opportunities to improve operational efficiency.
• Oversee cost optimization, security compliance, and performance monitoring.
• Collaborate with architects and DevOps teams for infrastructure improvements.
• Work closely with Sales, Pre-Sales, and Customer Success teams for seamless onboarding and delivery.
• Provide regular updates to leadership on delivery performance, risks, and improvements.

Required Skills & Qualifications

• 8+ years in IT services, with at least 2 years in Cloud/Operations delivery management.
• Strong working knowledge of cloud services, and operations, specially AWS and Azure.
• Proven track record of managing small to large customer portfolios (50+ accounts).
• Experience managing large teams in a 24x7 operational setup.
• Strong understanding of ITIL frameworks (ITIL v3 or v4 certification preferred).
• Excellent communication, leadership, and stakeholder management skills.
• Experience with tools like ServiceNow, Jira, MS Project, CloudWatch, Azure Monitor, etc.