Job Title:  Manager | Service Delivery Manager | Bengaluru | Engineering

Your potential, unleashed.

India’s impact on the global economy has increased at an exponential rate and Deloitte presents an opportunity to unleash and realize your potential amongst cutting edge leaders, and organizations shaping the future of the region, and indeed, the world beyond.

At Deloitte, your whole self to work, every day. Combine that with our drive to propel with purpose and you have the perfect playground to collaborate, innovate, grow, and make an impact that matters.

The team

The Deloitte South Asia strategic growth team serves as a central pillar driving growth and transformation within DSA, spanning several business lines and various technology functions.  We are established as a centralized team collaborating across consulting, implementation, and operation to maintain and enhance client value offerings and services. We innovate conventional approaches, leveraging Deloitte technology, differentiated domain expertise, intellectual property, talent, and capacity to embed continuous advantage and deliver enhanced business value.

In this team, our focus is on catering to the unique needs and preferences of clients in the South Asia region. Your role within this dynamic team is essential for establishing networks and relationships across the client stakeholder ecosystem and ensuring service fulfillment. Additionally, you will collaborate closely with other Deloitte leadership and stakeholders dedicated to the client. Your contributions will involve nurturing new and existing relationships, supporting presales life cycles, and playing a pivotal role in driving the success of DSA business growth for the specific client.

You will be part of a global organization that is making a measurable impact that matters every day.

Your work profile

We are looking for an experienced Service Delivery Manager (SDM) to lead, govern, and ensure the successful delivery of Cloud Operate / Managed Services engagements across cloud environments. The SDM will oversee client relationship management, operational governance, incident & problem management, SLA adherence, team coordination, and continuous service improvement.

1. Service Delivery Governance

- Own end-to-end service delivery for Cloud Operate engagements.

- Drive adherence to SLAs, KPIs, OLAs, and contractual obligations.

- Conduct governance calls, present dashboards, and highlight risks.

- Ensure compliance with ITIL processes.

2. Client & Stakeholder Management

- Act as primary point of contact for client leadership.

- Build trusted relationships with IT leaders and platform owners.

- Manage escalations and ensure rapid recovery.

- Align operations with client's technology roadmap.

3. Cloud Operations Oversight

- Oversee 24x7 cloud operations, monitoring, patching, backups, and DR.

- Coordinate with Cloud Engineers, SREs, DevOps, and Security teams.

- Ensure operational stability across AWS, Azure, GCP, or OCI environments.

- Drive RCA and long-term remediation.

4. Continuous Improvement & Automation

- Identify automation opportunities and efficiency improvements.

- Lead cost optimization and compliance enhancements.

- Implement knowledge management and operational excellence practices.

5. Team Leadership & Delivery Management

- Manage and mentor cloud operations teams.

- Oversee workforce planning, shifts, and resource allocation.

- Ensure adherence to runbooks, SOPs, and compliance procedures.

6. Financial & Contract Management

- Oversee financial tracking, forecasting, and billing cycles.

- Manage service credits, profitability, and renewals.

- Support expansions and new opportunities.

7. Risk, Compliance & Security

- Ensure compliance with audit and security frameworks.

- Track risks, vulnerabilities, and operational deviations.

- Collaborate with InfoSec teams on incident response.

8. Support Practice development initiatives

- Lead hiring activities

-Response to RFP's

Required Skills & Experience

- 12+ years of IT experience with 5+ years in cloud operations or managed services.

- Strong cloud operations knowledge (AWS/Azure/GCP/OCI).

- Deep understanding of ITIL v3/v4 and service management.

- Experience leading globally distributed teams.

- Proficiency with monitoring tools and ticketing systems.

- Strong stakeholder management and communication skills.

Preferred Qualifications

- ITIL Foundation/Intermediate certification.

- Cloud certifications (AWS/Azure/GCP/OCI).

- Exposure to SRE, DevOps, or AIOps platforms.

Educational qualifications

• Bachelor’s degree

Location and way of working

• Base location: Bangalore

Your role as a leader

We expect our people to embrace and live our purpose by challenging themselves to identify issues that are most important for our clients, our people, and for society.

In addition to living our purpose, leaders across our organization must strive to be:

• Inspiring - Leading with integrity to build inclusion and motivation
• Committed to creating purpose - Creating a sense of vision and purpose
• Agile - Achieving high-quality results through collaboration and Team unity
• Skilled at building diverse capability - Developing diverse capabilities for the future
• Persuasive / Influencing - Persuading and influencing stakeholders
• Collaborating - Partnering to build new solutions
• Delivering value - Showing commercial acumen
• Committed to expanding business - Leveraging new business opportunities
• Analytical Acumen - Leveraging data to recommend impactful approach and solutions through the power of analysis and visualization
• Effective communication – Must be well abled to have well-structured and well-articulated conversations to achieve win-win possibilities
• Engagement Management / Delivery Excellence - Effectively managing engagement(s) to ensure timely and proactive execution as well as course correction for

the success of engagement(s)

• Managing change - Responding to changing environment with resilience
• Managing Quality & Risk - Delivering high quality results and mitigating risks with utmost integrity and precision
• Strategic Thinking & Problem Solving - Applying strategic mindset to solve business issues and complex problems
• Tech Savvy - Leveraging ethical technology practices to deliver high impact for clients and for Deloitte
• Empathetic leadership and inclusivity - creating a safe and thriving environment where everyone's valued for who they are, use empathy to understand others to adapt our behaviours and attitudes to become more inclusive. 

How you’ll grow

Connect for impact

Our exceptional team of professionals across the globe are solving some of the world’s most complex business problems, as well as directly supporting our communities, the planet, and each other. Know more in our Global Impact Report and our India Impact Report.

Empower to lead

You can be a leader irrespective of your career level. Our colleagues are characterised by their ability to inspire, support, and provide opportunities for people to deliver their best and grow both as professionals and human beings. Know more about Deloitte and our One Young World partnership.

Inclusion for all

At Deloitte, people are valued and respected for who they are and are trusted to add value to their clients, teams and communities in a way that reflects their own unique capabilities. Know more about everyday steps that you can take to be more inclusive. At Deloitte, we believe in the unique skills, attitude and potential each and every one of us brings to the table to make an impact that matters.

Drive your career

At Deloitte, you are encouraged to take ownership of your career. We recognise there is no one size fits all career path, and global, cross-business mobility and up / re-skilling are all within the range of possibilities to shape a unique and fulfilling career. Know more about Life at Deloitte.

Everyone’s welcome… entrust your happiness to us                                                                                     

Our workspaces and initiatives are geared towards your 360-degree happiness. This includes specific needs you may have in terms of accessibility, flexibility, safety and security, and caregiving. Here’s a glimpse of things that are in store for you.  

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