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

Manager | EA&D-Engineering | SDM

• Location:  Bengaluru
• Entity:  Deloitte Touche Tohmatsu India LLP

The team

Engineering helps Reimagine and re-engineer mission-critical operations and processes; Leverage engineering-led design, deep industry knowledge, and AI and data-driven insights to transform the technology platforms at the heart of business. Working alongside team, we empower and drive mission-critical solutions whether we need to modernize existing systems or implement new technology products and platforms. Through innovation, we improve financial performance, accelerate new digital businesses and fuel growth.Learn more about Engineering, AI and Data

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

 Key skills required: 

- 8 + 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.

Educational Qualification-Any Bachelors