Cloud Delivery Manager

Role Summary

Cloud Delivery Manager

Key Responsibilities

Service Delivery & Operations

• Manage end-to-end delivery of cloud services (Microsoft 365, Azure, AWS, GCP, etc.).
• Ensure SLAs, KPIs, and customer satisfaction metrics are consistently met.
• Oversee ticket lifecycle management, escalations, and resolution quality.
• Drive continuous improvement in delivery processes and automation.

Team & Resource Management

• Lead and mentor cloud engineers, support specialists, and technical leads.
• Monitor resource utilization and productivity.
• Conduct performance reviews and training plans.

Customer Engagement & Stakeholder Management

• Act as the primary point of contact for key customers and internal stakeholders.
• Participate in onboarding, QBRs, and service improvement plans.
• Collaborate with sales, pre-sales, and product teams.

Governance & Reporting

• Maintain governance over ticket queues and escalations.
• Generate reports on utilization, SLA adherence, and team performance.
• Present insights and recommendations to leadership.

Process & Compliance

• Ensure adherence to ITIL practices and compliance standards (ISO, GDPR, etc.).
• Lead incident, problem, and change management processes.

Business Growth & Strategy Responsibilities

Upsell & Cross-Sell

• Identify opportunities to upsell and cross-sell cloud services and solutions to existing customers.
• Collaborate with account managers and sales teams to drive revenue growth through value-added services.

P&L Ownership

• Own the P&L for the cloud services delivery unit.
• Monitor cost efficiency, profitability, and resource allocation to ensure financial targets are met.

Growth Strategy & GTM

• Define and execute growth strategies aligned with Redington’s cloud vision.
• Work with marketing and product teams to develop and launch Go-To-Market (GTM) plans for new offerings.

Cloud Solution Development

• Collaborate with solution architects to design and package new cloud solutions tailored to market needs.
• Stay updated on industry trends and emerging technologies to drive innovation.

Proposal & Bid Management

• Lead technical and delivery inputs for RFPs, RFIs, and proposal responses.
• Ensure timely, high-quality submissions that align with customer requirements and Redington’s capabilities.

Required Skills & Experience

• 10–15 years in IT service delivery, with 3+ years in cloud leadership.
• Strong knowledge of Azure, M365, AWS,Google and cloud support models.
• Proven experience managing enterprise and SMB customers across India.
• Experience managing technical support teams and operations.
• Familiarity with ITSM tools (ServiceNow, Freshservice, etc.).
• Excellent communication and stakeholder management skills.
• ITIL certification preferred; Azure/AWS certifications are a plus.

Preferred Attributes

• Experience with Redington or similar cloud distribution ecosystems.
• Ability to thrive in a fast-paced, multi-vendor environment.
• Strong analytical mindset with a focus on metrics and customer success.