Service Delivery Manager

To the New; Garhi; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

To the New is seeking a seasoned Cloud Operations Lead to drive continuous improvement of service performance and reliability. You will oversee IT service management processes, coordinate incidents, and manage monitoring tools integration while collaborating with internal and client teams.

Ideal candidates have 5+ years in cloud operations, strong leadership, and experience with ServiceNow or Zendesk. This role focuses on security, compliance, and proactive issue prevention within a dynamic

Qualifications

• BE/BTech/MCA with 5+ years of experience in Cloud operations and IT service management.
• Experience with monitoring tools and alerting frameworks.
• Strong leadership to run stand-up meetings with internal and external teams.
• Experience with ISO/ITIL processes and security practices.
• Proven ability to manage service incidents end-to-end.

Responsibilities

• Come up with initiatives to continuously improve service performance and reliability
• Track and optimize the cost of infrastructure and operations
• Publish up-to-date platform status and performance to stakeholders
• Provide oversight for service management processes across incident, problem, change, configuration, capacity, availability, and change management
• Serve as primary contact for customer escalations and participate in reviews
• Assist Cloud Engineers with inputs and feedback to design, build, and configure monitoring tools

Skills

Cloud operations experience

IT service management

Monitoring tools

Education

BE/BTech/MCA

Tools

ServiceNow

Zendesk

Job description

Role & responsibilities:

• Come up with initiatives to continuously improve service performance and reliability
• Track and optimize the cost of infrastructure and operations
• Should have good exposure to monitoring Tools and can help the Cloud Engineers with the inputs and feedback to Design, build, and configure tools to monitor platform status and performance via alerts and dashboards
• Should have good experience in people management and can run the stand‑up meetings with technical team which includes internal as well as external teams
• Publish up‑to‑date platform status and performance (uptime, latency, etc) to stakeholders
• Should have good experience in managing the operational maintenance activities from planning to closure.
• Engineer, implement, and monitor security measures for the protection of computer systems, networks, and information
• Perform security incident analysis and make sure actions are taken to eliminate the loophole
• Collaborate with pre‑sales on the onboarding of new customers
• Provide oversight for the service management processes that provide consistent interfaces between customers and service providers in the areas of the incident, request, problem, configuration, capacity, availability, and change management are adopted and managed across the enterprise
• Serve as primary contact for all customer escalations and participate in monthly and quarterly activity and performance reviews with clients
• Ensure proper solutions and knowledge management best practices are followed and integrate continual service improvement processes to continually refine and improve service desk performance, ensure proper maintenance and administration of ticketing platforms and all aspects including forms, workflows, categories, etc, and alignment of ITSM, Agile, and other emerging development methodologies
• Understand the ITSM framework and identify gaps in processes while offering solutions to fill them
• Process and document escalation paths and provide status updates to the client regarding escalated tickets
• Conform to the standards as dictated by ISO 20000 & ISO 27001
• Should have been involved in any kind of Audit like ISO/SOC2 etc.
• Help manage the resolution of urgent incidents under defined SLA management processes to restore services as quickly as possible
• Produce and contribute to all System availability reports and dashboards under Service Level Agreements (SLAs)

AI, AIOps & Intelligent Operations Mandatory

• Demonstrate practical knowledge of AI-powered productivity tools and their application in cloud operations, service management, and team productivity.
• Identify, assess, and implement AI-driven automation opportunities across incident management, monitoring, alert triage, root cause analysis, knowledge management, reporting and routine operational tasks.
• Leverage AIOps capabilities for anomaly detection, event correlation, noise reduction, predictive alerting, incident prioritization and proactive issue prevention.
• Use AI-assisted analysis of logs, metrics, traces, events, and historical incidents to accelerate troubleshooting and reduce Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR).
• Apply AI-enabled automation for ticket classification, summarization, knowledge article generation, incident recommendations, and operational reporting.
• Identify repetitive manual activities and develop opportunities for workflow automation using AI agents, scripting, APIs, Infrastructure as Code (IaC), and automation platforms.
• Evaluate and implement AI-enabled ITSM and observability capabilities available in platforms such as ServiceNow, AWS, Microsoft Azure, and other relevant tools.
• Establish measurable outcomes for AI adoption, including automation coverage, reduction in recurring incidents, engineer productivity, operational effort, and service improvement.
• Ensure responsible and secure AI usage, including data privacy, access controls, human oversight, output validation, auditability and compliance with organizational policies.
• Promote AI adoption across L1, L2, and L3 operations teams through enablement, use‑case development, knowledge sharing and continuous improvement.

Preferred candidate profile:

• BE/Btech/MCA with 5+ years of experience in Cloud operations and managing IT Service processes
• Experience with Service Management tools and systems, including service catalogs, knowledge base management, and reporting tools
• Should have good knowledge of monitoring tools.
• Good interpersonal skills and relationship‑building skills
• Excellent customer service skills to be able to serve customers in a team‑oriented, collaborative environment
• Proven track record of working in a similar capacity providing 24 x 7 IT Infrastructure and/or Application management support to global customers
• Basic understanding of Cloud Infrastructure (AWS), Operating Systems (Linux & Windows), and Web Technologies (Apache, Nginx, etc)
• Experience in leading a team of at least 4-5 Cloud Operations Engineers
• Experience working with supporting technologies, including remote assistance industry‑standard ITSM platforms such as ServiceNow, Zendesk, etc
• Ability to explain/relay IT and complex issues to various levels of end‑users