Job Description

Job Description: Service Delivery Manager (SDM)

Location: United States (Remote)

FTE

About the Role

We are seeking a seasoned Service Delivery Manager (SDM) to lead and scale our cloud operations function in the United States. This is a high-impact leadership role at the intersection of engineering excellence, enterprise customer success, and executive stakeholder management. The ideal candidate is a seasoned cloud operations leader who has run large-scale production environments and is equally comfortable in communicating with senior leadership as they are diving into an incident post-mortem with an engineering team.

Key Responsibilities

Cloud Operations Leadership

• Own end-to-end production cloud operations at scale, including availability, reliability, performance, and cost optimization across hybrid environments (Private cloud+AWS).
• Define and enforce operational standards, SLAs/SLOs/SLIs, and incident management frameworks across distributed engineering teams.
• Drive a culture of operational excellence through automation, observability, and continuous improvement (toil reduction, runbook maturity, chaos engineering).
• Oversee capacity planning, disaster recovery, and business continuity strategies for mission-critical customer workloads.
• Lead and mentor a team of engineering managers, SREs, and cloud operations engineers across multiple time zones.

Service Delivery & Customer Engagement

• Serve as the senior-most technical point of contact for strategic enterprise customers, owning the overall service delivery relationship and health of customer environments.
• Build and maintain deep, trust-based relationships with customer CXOs (CTO, CIO, VP Engineering) and their leadership teams, translating complex operational realities into clear executive narratives.
• Engage directly with the customer's customers - understanding downstream impact, SLA obligations, and the business outcomes that matter most at every layer of the value chain.
• Lead executive briefings, and escalation calls with poise, data-driven storytelling, and a solutions-first mindset.
• Proactively identify risks to service delivery and drive remediation plans before they become customer-impacting issues.
• Act as the internal voice of the customer, advocating for operational investments that improve reliability and customer experience.
• Drive standardization of onboarding, runbooks, and escalation playbooks to enable repeatable, high-quality delivery at scale.

Required Qualifications

• 15+ years of experience in engineering, cloud infrastructure, or IT operations, with at least 5 years in a senior leadership role managing large-scale production cloud environments.
• Proven track record of running production cloud operations at scale 99.99%+ availability SLAs, and global footprints.
• Demonstrated experience managing and presenting to C-suite stakeholders (CTO, CIO, CEO) large enterprise customer organizations.
• Deep expertise in AWS cloud platform with working knowledge of multi-cloud /hybrid architectures.
• Strong command of ITSM and service delivery frameworks (ITIL, SRE principles, DevOps practices).

• Exceptional executive communication skills - written, verbal, and presentation - with the ability to distill technical complexity into business impact narratives.
• Experience navigating multi-tier customer relationships, including engaging with a customer's end clients or downstream partners.

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