Service Delivery Manager

Job Purpose

The role of a Service Delivery Manager (SDM) in the Global Cloud Excellence Team is to ensure the smooth and efficient delivery of services to clients or customers. SDM is responsible for managing the overall service delivery process, maintaining strong customer relationships, and ensuring that service level agreements (SLAs) are met. You will support as an SDM to lead our 24/7 Cloud Operations Team. The ideal candidate will be responsible for overseeing the daily operations of our cloud infrastructure, software application and platform, ensuring high availability, performance, and security. This role requires strong team management skills, technical expertise in cloud technologies, and a commitment to operational excellence. You will act as the bridge between development and operations by governing implementation of continuous integration and continuous deployment (CI/CD) pipelines, optimizing cloud infrastructure, and enhancing system performance and security towards achieving larger organizational objectives to facilitate seamless collaboration between development and operations teams to enhance the speed and quality of software delivery and its operations.

Reporting Manager: Head of ZDP India

This a manager role

Roles & Responsibilities

Team Leadership:

• Manage and mentor a team of cloud operations engineers and support staff.
• Foster a culture of collaboration, continuous improvement, and accountability within the team.

Operational Oversight:

• Ensure the 24/7 availability of cloud services, platform and infrastructure.
• Monitor system performance and implement proactive measures to prevent downtime.
• Develop and enforce operational policies and procedures to enhance service delivery.

Incident Management:

• Lead incident response efforts, ensuring timely resolution of issues and minimizing impact on services.
• Conduct post-incident reviews to identify root causes and implement corrective actions.
• Enable ITIL Process

Capacity Planning:

• Analyze current and future capacity needs to ensure optimal resource allocation.
• Collaborate with operations teams to plan and execute cloud infrastructure upgrades and expansions.

Performance Metrics:

• Define and track key performance indicators (KPIs) for cloud operations.
• Prepare regular reports for senior management on operational performance and service levels.

SLA Management:

• Ensures compliance with the agreed SLA
• Determines demands for IT services
• 1st escalation instance for Customer regarding Service Operation
• ensures compliance and continuous improvement of the agreed processes
• creates the monthly service level reports with the status of the supported services and agreed KPIs
• Conducting regular service review meetings with the customer

Collaboration:

• Work closely with development, operations team, security, and product teams to align operations with business objectives.
• Participate in cross-functional projects to improve overall service delivery and customer satisfaction

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Budget Management:

• Assist in the development and management of the operations budget.
• Identify cost-saving opportunities while maintaining service quality.

Qualifications & Work Experience:

Education:

• Bachelor’s degree in computer science, Information Technology, or a related field.

Experience:

• 8 -12 years of experience in cloud operations, IT operations, or a related field.
• Proven experience in managing 24/7 operations teams.
• Willing to provide on-call support as and when needed.

Technical Skills:

• Strong knowledge of cloud platforms (e.g., Azure, AWS and Google Cloud).
• Familiarity with infrastructure as code (IaC) tools and practices (e.g., Terraform, Bicep, ARM etc).
• Experience with monitoring and logging tools (e.g., Prometheus, Grafana, Datadog etc).
• Experience with Ticketing tools (e.g., ServiceNow, JIRA, ADO etc)

Soft Skills:

• Excellent team management skills.
• A strong focus on customers and results
• Strong problem-solving abilities and attention to detail.
• Effective communication skills, both verbal and written.

ZEISS in India

ZEISS in India is headquartered in Bengaluru and present in the fields of Industrial Quality Solutions, Research Microscopy Solutions, Medical Technology, Vision Care and Sports & Cine Optics.

ZEISS India has 3 production facilities, R&D center, Global IT services and about 40 Sales & Service offices in almost all Tier I and Tier II cities in India. With 2200+ employees and continued investments over 25 years in India, ZEISS’ success story in India is continuing at a rapid pace. Further information at ZEISS India (https://www.zeiss.co.in/corporate/home.html)