SHI Solutions India Pvt. Ltd.
Website:
shi.org.in
Company:
https://www.linkedin.com/company/shi-india
Seniority: Mid-Senior level
Industries: IT Services and IT Consulting
Job details:
Job Description – Delivery/Ops Manager (Cloud)
Position: Delivery/Ops Manager – Cloud
Location: Hyderabad
Role Overview
We are seeking an experienced Delivery Manager to lead our Cloud Operations function supporting ~150 enterprise customers running workloads across major CSP. This role involves managing a 24x7 operations team of ~100 engineers, ensuring service excellence, operational efficiency, customer satisfaction, and continuous improvement in delivery processes.
Key Responsibilities
- Act as the primary point of escalation for Cloud service delivery across major cloud provides including but not limited to AWS, Azure, GCP, Snowflake.
- Ensure SLAs, KPIs, and contractual obligations are met.
- Conduct regular service reviews with key clients.
- Manage and mentor a 100+ member engineering team working in shifts (24x7).
- Optimize shift schedules to ensure full coverage and efficient workload management.
- Drive performance management, training, and career development.
- Implement ITIL best practices for incident, problem, and change management.
- Ensure proper documentation, runbooks, and knowledge base maintenance.
- Identify and execute automation opportunities to improve operational efficiency.
- Oversee cost optimization, security compliance, and performance monitoring.
- Collaborate with architects and DevOps teams for infrastructure improvements.
- Work closely with Sales, Pre-Sales, and Customer Success teams for seamless onboarding and delivery.
- Provide regular updates to leadership on delivery performance, risks, and improvements.
Required Skills & Qualifications
- 8+ years in IT services, with at least 2 years in Cloud/Operations delivery management.
- Strong working knowledge of cloud services, and operations, specially AWS and Azure.
- Proven track record of managing small to large customer portfolios (50+ accounts).
- Experience managing large teams in a 24x7 operational setup.
- Strong understanding of ITIL frameworks (ITIL v3 or v4 certification preferred).
- Excellent communication, leadership, and stakeholder management skills.
- Experience with tools like ServiceNow, Jira, MS Project, CloudWatch, Azure Monitor, etc.
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