Service Delivery Manager

Position Summary

The IT Service Delivery Manager for the Managed Cloud Design team will be responsible for overseeing the end-to-end delivery of cloud-based services and solutions, ensuring they meet client requirements for performance, security, and scalability. This role will partner closely with cross-functional teams, manage stakeholder expectations, and drive continuous improvement across service delivery processes. The ideal candidate will balance technical expertise with strong leadership and communication skills to ensure successful design, deployment, and long-term client satisfaction.
 

Key Responsibilities

Lead the delivery of managed cloud design services, ensuring alignment with client needs and business objectives Oversee day-to-day operations of cloud service delivery, maintaining high availability and performance standards Collaborate with cloud architects, engineers, and security teams to design scalable, secure, and cost-effective solutions Act as the primary point of contact for clients, managing expectations, service reviews, and escalations Develop and maintain service delivery processes, ensuring compliance with SLAs, KPIs, and regulatory standards Monitor service performance metrics, proactively identifying risks and driving corrective actions Coordinate project timelines, resources, and deliverables to ensure successful implementation of cloud solutions Drive continual service improvement by analyzing feedback, metrics, and emerging technologies Ensure documentation of processes, configurations, and service procedures for operational consistency Mentor and support team members, fostering a culture of collaboration, accountability, and innovation Other duties as assigned

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field
• 5+ years of experience in IT service delivery, cloud services, or related roles
• Strong understanding of cloud platforms (e.g., AWS, Azure, Google Cloud) and service management frameworks (e.g., ITIL)
• Proven track record managing cross-functional teams and delivering complex technical projects
• Excellent communication, leadership, and problem-solving skills
• Alignment with RTS Core Values
   

Preferred Qualifications

• ITIL certification or equivalent service management training
• Advanced certifications in AWS, Azure, or Google Cloud
• Experience working in managed services or consulting environments
• Familiarity with DevOps practices, automation tools, and security frameworks
• Demonstrated ability to drive operational efficiency and service improvements