Cloud Operations Manager

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.