Delivery/Ops Manager (Cloud)

SHI Solutions India Pvt. Ltd.; Hyderabad; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

SHI Solutions India Pvt. Ltd. invites applications for Delivery/Ops Manager – Cloud to lead a 24x7 cloud operations function serving ~150 enterprise customers. You will oversee a ~100-engineer team, drive service excellence, and optimize delivery processes across AWS, Azure and other CSPs.

The role demands strong ITIL knowledge, superb communication and stakeholder management, and a proven track record of managing large, distributed teams with a focus on efficiency and customer satisfaction.

Qualifications

• 8+ years in IT services with at least 2 years in Cloud/Operations delivery management.
• Strong working knowledge of cloud services and operations, especially AWS/Azure.
• Proven track record of managing portfolios (50+ accounts).
• Experience leading large teams in a 24x7 environment.
• ITIL framework knowledge and/or certification.
• Excellent communication, leadership and stakeholder management skills.

Responsibilities

• Act as the primary escalation point for cloud service delivery across major CSPs (AWS/Azure/GCP).
• Ensure SLAs, KPIs and contractual obligations are met.
• Conduct regular service reviews with key clients.
• Manage and mentor 100+ member engineering teams in shifts.
• Optimize shift schedules for full coverage and workload efficiency.
• Drive performance, training and career development.
• Implement ITIL processes for incidents, problems and changes.
• Maintain runbooks, documentation and knowledge base.
• Identify automation opportunities to improve efficiency.
• Oversee cost optimization, security compliance, and performance monitoring.
• Collaborate with architects and DevOps for infra improvements.
• Work with Sales, Pre-Sales and Customer Success for onboarding and delivery.
• Provide leadership updates on delivery performance, risks, and improvements.

Skills

Cloud operations

Leadership

ITIL

Stakeholder mgmt

Communication

Tools

ServiceNow

Jira

MS Project

CloudWatch

Azure Monitor

Job description

Job Description – Delivery/Ops Manager (Cloud)

Position: Delivery/Ops Manager – Cloud

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 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.