IT Cloud Service Delivery Lead

Job Summary:
The IT Service Delivery Manager is accountable for the end-to-end delivery of Cloud and Infrastructure
Services (CIS) programs and projects to meet customer needs, and responsible for managing customer
relationships across their span of control. In this role, the SDM will be responsible for driving and
supporting the CIS customer projects that span across the globe and to manage the delivery teams
As the IT Service Delivery Manager, you will be responsible for:
Leading a team of geographically dispersed resources to deliver technology projects on time
and within budget for our global customers
Maintaining end-to-end accountability for customer satisfaction and overall delivery
excellence
Work with the delivery teams to drive automation to bring efficiencies into the operations.
Ensure that the right type and number of resources that are required to fulfil the planned
projects are available and in place through cooperation with Resource management group
(RMG) & Talent Acquisition teams.
Understanding the pipeline of demand and work with the Resource Planners to ensure an
appropriate supply of resources
Delivering customer satisfaction and overall excellence by identifying opportunities (or
issues) and assisting with speedy resolution as well as bringing up the value adds.
Responsible for financial management and reporting and optimizing processes and costs
Juggling multiple and conflicting priorities in a timely and sensitive way, with full
transparency to the senior leadership team
Managing and leading complex stakeholders towards optimal solutions while helping them
understand resource constraints and prioritisation
Holding the teams to the highest standards, project discipline and accountability
Continuously improving the technical delivery model and strategy, implementing and
managing delivery with the respective teams.
Essential Functions of the Job:
Initiate, build and sustain productive relationships with customers as well as with the
delivery teams
Serve as an escalation point for customer concerns if/when they arise
Identify appropriate resolution to achieve client satisfaction in a timely manner
Help develop account strategy and plan that best leverages resources and strategies to meet
customer expectations
Monitor and manage end-to-end delivery of CIS programs and projects sponsored by one or
more customer groups to scope, time and budget
Enforce standard methodologies, processes, and tools
Provide leadership and direction to team leads and members
Ensure highest level of customer satisfaction by delivering on/before time, first time right
delivery principles.

Ensure the programs / delivery run in a optimal model.
Analytical/Decision Making Responsibilities:
Must be able to work within a matrix organization balancing the needs of the customer
against firm initiatives and goals
Must be able to identify appropriate product/service offerings to meet the client s needs
Must make decisions, such as prioritize relationships to develop, negotiate with customers
and overcome obstacles
Manage multiple teams to deliver projects in alignment with customer needs with
transparency to IT Services and customer stakeholders.
Identify, manage and resolve complex issues, preventing escalations, where possible
Manage, negotiate and resolve project risks effectively
Demonstrate, by example, in-depth knowledge of the EY competency principles and
practices, including coaching, learning and mentoring
Leader and team player sets example for project managers, team leads, SME s and others
to follow
Create an open, honest, accountable and collaborative team environment
Knowledge and Skills Requirements:
Proven track record of delivering a collection of projects and programs for a portfolio size of
$2M - $5M
15+ years of project delivery and client relationship management in a technology
environment, out of that at least last 2 - 3 years in managing Azure Cloud projects
Good business acumen and ability to negotiate with business partners
Strong customer orientation and able to manage customer expectations
Good executive presence
Experience in a cross-border role, successfully managing multiple complex projects at a global
level.
Ability to develop strategic plans and translate them to actionable roadmaps
Good financial and people leadership skills
Initiates, builds and maintains productive customer relationships
Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change
Ability to manage risk, and encourage strategic risk management-based delivery in others to
manage expectations and communicate effectively
Strong collaboration skills to build teams across business boundaries
Leadership skills to successfully lead diverse and virtual teams.
Drives operational improvements and efficiencies through the creation and implementation
of rigorous process and controls, acts as a gatekeeper for quality
Building trust with senior stakeholders in times of pressure.

Supervision Responsibilities:
The IT Service Delivery Manager manages teams specifically responsible to deliver projects to each
of the customers in their span of control. The Service Delivery Manager is expected to:
Conduct regular 1:1 briefings with the direct reports on an on-going and regular basis
Know the status of projects in his/her span of control and any key issues that may impact
scope or budget
Synthesize and communicate project and business issues on an on-going basis, manage the
group s awareness of major business and IT issues, and help to prevent escalations, where
possible.
To provide early warnings / proactive info to the senior leadership about the possible
escalations.
Empowerment/thought leadership:
The IT Service Delivery Manager is empowered to exercise sound judgment and encouraged
to make clear decisions on project issues, managing customer relationships, delivering value,
providing leadership and guidance to direct reports, and partnering with peer team
members
Other Requirements:
Global travel may be required
Fluent English speaker
Job Requirements:
Education:
A degree in Computer Science and/or a business-related degree; or equivalent work
experience
Experience:
15+ years in IT service provider environment working with multiple customers, where the
delivery team is spread across globally.
Significant experience in a customer service role and business management role
Work experience in Azure/AWS Cloud and Infrastructure managed services industry
Experience in managing external vendors, commercial negotiations.
Excellent relationship building and interpersonal skills, including cross-cultural competence
Strong leadership qualities and a passion for building high performing teams
2 3 years of managing Azure/AWS cloud experience for global customers.
Certification Requirements:
Familiarity with ITIL v2 or 3 would be advantageous
Cloud certifications (Azure must /AWS will be good to have)

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.