About the Role

The Service Delivery Manager (SDM) – Cloud Management & Operations Platform is responsible for overseeing the end-to-end operational support, customer satisfaction, and service reliability for an enterprise multi-tenant cloud management platform. In this leadership role, you manage a tiered operational organization comprising L1 (Incident Monitoring & Triage), L2 (Platform & Agentic Operations), and L3 (SRE & Core Platform Escalations) teams. You will act as the primary operational liaison between external enterprise customers and internal engineering organizations. You will own Service Level Agreements (SLAs/SLOs), drive major incident governance, lead post-incident reviews (RCAs), optimize support workflows, and spearhead continuous operational improvements to minimize customer downtime and maximize adoption of the cloud management platform.

Responsibilities

- Tiered Team Leadership & Resource Management: Direct, mentor, and allocate resources across 24/7/365 L1, L2, and L3 support teams. Define shift coverage, on-call rotations, escalation matrices, and technical career progression pathways for support engineers.
- SLA/SLO Ownership & Service Governance: Accountable for meeting contractual Service Level Agreements (MTTA, MTTR, availability targets) across all customer accounts. Maintain live service health dashboards and deliver periodic operational reviews (QBRs/MBRs) to customer leadership.
- Major Incident Management (MIM): Act as the executive incident commander during Critical/P1 outages impacting customer cloud environments or platform availability. Direct the cross-functional resolution bridge, manage external crisis communications, and eliminate operational bottlenecks.
- Problem Management & RCA Delivery: Partner with L3 engineers, SREs, and product engineering to lead Root Cause Analyses (RCAs) following outages.



Track post-incident corrective and preventative action items (CAPAs) to ensure systemic platform vulnerabilities are resolved.
- Operational Shift-Left & Automation: Drive "shift-left" operational strategies—empowering L1 teams to resolve recurring issues through automated runbooks developed by L2/L3 engineers, thereby reducing MTTR and tier-escalation volume.
- Customer Relationship & Escalation Handling: Serve as the designated operational escalation contact for enterprise customer stakeholders. Manage client friction, track recurring customer pain points, and translate operational findings into feature requests for the product roadmap.
- Vendor & Tooling Operations: Oversee support tools and platforms, including ITSM systems (ServiceNow, Jira Service Management), paging systems (PagerDuty, Opsgenie), and client-facing status portals.

Requirements

- Experience: 7–12 years in IT service management, technical support leadership, or cloud infrastructure operations, with at least 3+ years directly managing multi-tiered technical teams (L1/L2/L3) in a B2B SaaS, Managed Service Provider (MSP), or Cloud Platform setting.
- ITSM & Framework Expertise: Deep practical knowledge of ITIL processes (Incident, Problem, Change, and Release Management), with demonstrated experience tailoring frameworks to agile cloud environments.
- Cloud & Platform Technical Acumen: Broad understanding of cloud infrastructure concepts (AWS, Azure, or GCP), container platforms (Kubernetes, Docker), and cloud operational paradigms (monitoring, log ingestion,



and API-based integrations).
- Incident & Crisis Leadership: Proven track record acting as Incident Commander or escalation manager during complex, high-impact enterprise production outages.
- Metrics & Analytics Driven: Strong ability to track, analyze, and present operational KPIs (Ticket Volume, First-Contact Resolution, SLA Breaches, MTTA/MTTR trends, CSAT) using reporting tools (Power BI, Tableau, Jira dashboards).
- Communication & Executive Presence: Exceptional communication skills with the ability to articulate technical failures and remediation steps clearly to C-level client executives and non-technical stakeholders.

Nice to Have

- Certifications: ITIL v4 Foundation / Managing Professional, PMP (Project Management Qualified), or Certified Scrum Master (CSM).
- Cloud Certifications: Foundational cloud certifications (e.g., AWS Certified Cloud Practitioner / Solutions Architect Associate, Azure Fundamentals AZ-900).
- DevOps & SRE Alignment: Experience transitioning traditional ITSM support structures toward modern Site Reliability Engineering (SRE) practices and error budget management.
- Tooling Proficiency: Deep administrative experience configuring workflows, SLAs, and routing rules inside ServiceNow, Jira Service Management, or Zendesk.
- FinOps/Contract Knowledge: Exposure to cloud economics, consumption models, and managing operational support profitability (P&L; tracking, statement of work commitments).

Pay: ₹1,079,000.00 - ₹2,230,000.00 per year

Benefits:

- Health insurance
- Life insurance
- Provident Fund

Application Question(s):

- Do you have experience with AWS, Azure, or GCP?
- Do you have Experience in SLA/SLO Management & Operational KPI Reporting

Experience:

- IT service management: 8 years (Required)

Work Location: Hybrid remote in Coimbatore, Tamil Nadu

📌 Service Delivery Manager (Coimbatore)
🏢 GUHATEK CONSULTING SERVICES PRIVATE
📍 Coimbatore