ESDS - Project & Delivery Manager - Cloud, AI & Managed Services

Project & Delivery Manager Cloud, AI & Managed Services (5-9 yrs)

Role Overview:

We are looking for a customer-focused Project & Delivery Manager to manage IT projects, cloud implementation and migration initiatives, AI-enabled service improvement activities, and ongoing managed services engagements.

The candidate will be responsible for planning and executing projects, coordinating cross-functional technology teams, managing customer expectations, monitoring delivery performance, and ensuring a smooth transition into operational support.

The ideal candidate will have experience working in an IT service, managed services, cloud services, systems integration environment and will demonstrate ownership of delivery outcomes across different customer environments, technologies, and project sizes.

Total Experience: 5 - 9 years

Key Responsibilities:

1. Project Planning and Execution:

- Manage end-to-end delivery of assigned IT infrastructure, cloud, migration, modernization, and technology implementation projects.

- Develop project plans, milestones, resource schedules, effort estimates, risk registers, and delivery status reports.

- Track scope, schedule, dependencies, effort, quality, and customer acceptance criteria.

- Coordinate technical teams, vendors, OEMs, cloud partners, customer and internal stakeholders.

- Manage project risks, changes, dependencies, and delivery issues proactively.

2. Cloud and Infrastructure Delivery:

- Coordinate engagements involving AWS, Microsoft Azure, Google Cloud, hybrid cloud, data centre, servers, storage, networking, cybersecurity, workplace, and ITSM.

- Support cloud migration planning, infrastructure upgrades, workload onboarding, implementation, testing, cutover, and go-live.

- Work with architects and engineering teams to track technical dependencies, security requirements, implementation readiness, and delivery risks.

- Ensure project documentation, operational procedures, and customer sign-offs are completed.

3. AI, Automation and AIOps:

- Ideate and own implementation of AI-enabled service improvement and automation initiatives along with engineering and operations teams.

- Support use cases such as incident classification, ticket summarization, knowledge assistants, alert correlation, and repetitive workflow automation.

- Track project milestones, pilot outcomes, adoption, risks, and benefits realization.

- Measure improvements in manual effort, productivity, service response, and operational efficiency.

- Ensure appropriate customer data protection, access controls, testing, and human oversight.

4. Managed Services and Operational Governance:

- Monitor service delivery performance for assigned customers or engagements.

- Track SLAs, KPIs, incidents, problems, changes, service backlogs, and recurring issues.

- Lead / Coordinate service reviews, customer updates, corrective actions, and escalation resolution.

- Ensure completed projects transition smoothly into BAU support through knowledge transfer, documentation, monitoring, and operational readiness.

- Identify opportunities for automation, service improvement, and better customer outcomes.

5. Customer and Commercial Management:

- Act as the day-to-day delivery contact for assigned customers and project stakeholders.

- Conduct project reviews, status meetings, and service governance discussions.

- Track project effort, budgets, resource utilization, cost estimates, and billing milestones.

- Maintain accurate project reporting and escalate risks that may affect timelines, costs, or customer satisfaction.

- Coordinate with Sales, Presales, Finance, and technical teams for estimates and approved scope changes.

6. Team Coordination and Continuous Improvement:

- Coordinate project teams, technical leads, service operations, and third-party providers.

- Support resource planning, workload management, and delivery prioritization.

- Maintain project documentation, RAID logs, action trackers, and governance dashboards.

- Capture lessons learned and implement improvements in planning, reporting, and delivery processes.

Required Skills and Experience:

- 4 - 8 years of relevant experience in IT project management, service delivery, cloud services, infrastructure, or systems integration.

- Demonstrated ownership of customer-facing projects, implementations, migrations, or service delivery activities.

- Working knowledge of project planning, risk management, change control, stakeholder communication, and service transition.

- Exposure to cloud platforms such as AWS, Azure, or Google Cloud and related infrastructure technologies.

- Understanding of ITSM, SLAs, incident management, problem management, and operational support.

- Exposure to AI-enabled automation, GenAI, AIOps, or analytics initiatives is desirable.

- Strong communication, analytical, coordination, and problem-solving skills.

- Proficiency in Excel, PowerPoint, and project tracking tools; familiarity with Jira, MS Project, or ServiceNow is desirable.

Preferred Qualifications:

- Bachelor's degree in Engineering, Computer Science, IT, or a related field.

- PMP, CAPM, PRINCE2 Foundation, Scrum, or equivalent certification.

- ITIL Foundation certification.

- Relevant cloud certification in AWS, Azure, or Google Cloud.

Key Performance Indicators:

- Project delivery against approved scope, schedule, and budget.

- Customer satisfaction and timely resolution of delivery issues.

- SLA/KPI performance for assigned service engagements.

- Successful project-to-operations transition.

- Accuracy of project reporting, forecasts, and risk management.

- Measurable productivity or service improvements from automation initiatives