Cloudologic - Manager - Service Delivery

- Cloudologic is a prominent cloud consulting and IT service provider based in Singapore with a deep-rooted presence in India.

- Specializing in cloud operations, cyber security, and managed services, our decade-long dedication to high-quality services has earned the trust of clients worldwide.

Role Description:

- This is a full-time hybrid role for a Service Delivery Manager at Cloudologic.

- The Service Delivery Manager will be responsible for overseeing day-to-day operations, ensuring customer satisfaction, managing service delivery, implementing IT service management practices, and providing exceptional customer service.

- The role is primarily located in Gurugram with the flexibility for some remote work.

Key Responsibilities:

- Oversee end-to-end service delivery operations, ensuring adherence to SLAs, OLAs, and contractual obligations.

- Implement and manage IT Service Management (ITSM) frameworks, aligned with ITIL standards.

- Monitor, measure, and report service performance metrics, ensuring continuous improvement in service delivery

- Act as the escalation point for service-related issues, ensuring prompt resolution and customer satisfaction.

- Collaborate with cross-functional teams (Operations, Infrastructure, Application Support, and Security) to deliver seamless services.

- Conduct regular service review meetings with internal stakeholders and clients.

- Manage incident, problem, change, and release management processes in line with ITIL practices.

- Identify service risks, issues, and dependencies, and develop mitigation plans.

- Ensure compliance with company policies, security standards, and regulatory requirements.

- Drive automation and process improvement initiatives to enhance service efficiency.

- Lead and mentor service delivery teams to achieve performance and quality objectives.

Required Skills:

- Degree in Computer Science, Information Technology, or related field.

- 7-10 years of experience in IT service delivery, with at least 3 years in a managerial capacity.

- Strong experience in ITSM tools (e. , ServiceNow, BMC Remedy, Jira Service Management).

- In-depth knowledge and practical application of ITIL processes (ITIL v3/v4 certification preferred).

- Proven ability to manage and improve service operations in large and complex environments.

- Excellent stakeholder management, communication, and negotiation skills.

- Strong analytical and problem-solving abilities.

- Ability to lead teams, drive performance, and manage escalations effectively