Service Delivery Manager

CloudMile; Kuala Lumpur; On-site; MYR 180,000 - 280,000; Full time

Job summary

CloudMile in Kuala Lumpur is seeking a Service Delivery Manager to own end-to-end service performance for a key enterprise client in a hybrid cloud and on-premises environment. You will ensure contractual obligations are met and drive proactive operations, capacity planning, and risk governance.

This role emphasizes strong stakeholder management, incident and change governance, and regular performance reviews.

Qualifications

• Experience in a customer-facing operations or service management role.
• Strong understanding of hybrid cloud environments and on-premises infrastructure (HPE, Dell, IBM, Huawei) and CSPs (GCP, AWS, Azure, Alicloud).
• Demonstrated expertise in Incident and Problem Management processes.
• Willingness to work in shifts including after-hours and weekends for 24/7 regional support.
• ITIL Foundation Certification and cloud certifications (GCP/AWS/Azure/Alicloud) are highly desirable.

Responsibilities

• Act as the contractual service owner and single point of accountability for end-to-end service performance and SLA compliance.
• Coordinate resolution efforts across internal teams, CSPs, and third-party vendors within a hybrid environment.
• Lead capacity planning, performance tuning, and preventive maintenance to shift from reactive to proactive operations.
• Govern the Change Management process and maintain the risk register; serve as the escalation point for P1/P2 incidents.
• Prepare performance reports and lead executive service reviews; ensure documentation and knowledge bases are audit-ready.

Skills

Customer-facing operations

Contractual & commercial management

Hybrid cloud understanding

Incident & problem management

Operational flexibility

Multi-cloud certifications (GCP/AWS/AZ

Education

ITIL Foundation Certification

Job description

CloudMile is a premier AI and Cloud technology company in Asia, recognized as the 2023 Google Cloud Sales Partner of the Year for the Greater China region. We are dedicated to accelerating digital transformation through innovative thinking and best-in-class cloud solutions.

In this pivotal individual contributor role, you will serve as the dedicated Service Delivery Manager for one of our most critical, high-profile clients. You will be at the forefront of ensuring world-class service and continuous operational success within mission-critical hybrid cloud environments. This position is designed for a professional who thrives on deep customer engagement and effective resource management.

Key Responsibilities

The Service Delivery Manager (SDM) is established as the contractual service owner, acting as the single point of accountability for end-to-end service performance across all domains. This role is critical for driving a shift from reactive support to proactive and preventive operations across hybrid cloud and on-premises environments, ensuring stability, strict compliance with contractual obligations, and continuous value demonstration for enterprise clients.

• Contractual Service Ownership & SLA Accountability: Act as the single point of accountability for end-to-end service performance and strict contractual compliance, including tracking SLA breaches and managing commercial alignment, scope, and cost risks.
• Hybrid Boundary & Stakeholder Management: Enforce service boundaries and RACI alignment, coordinating resolution efforts with internal technical teams, CSP (GCP, AWS, Azure, Alicloud), and third-party vendor teams across the hybrid infrastructure.
• Proactive Operations & Capacity Planning: Drive a shift from reactive to predictive operations by leading capacity planning, performance tuning, and preventive maintenance for both on-premises and cloud resources to mitigate service degradation.
• Change, Risk & Incident Governance: Govern the end-to-end Change Management process, maintain the risk register, and serve as the final escalation point, authorizing rapid decision-making and resource mobilization during critical P1/P2 incidents.
• Compliance, Reporting & Knowledge Management: Lead executive service reviews (MSR/QBR), ensuring compliance with security and regulatory standards, and governing the maintenance of all operational documentation and knowledge base content for audit readiness.

Day to Day Activities

• Service & Commercial Oversight: Conduct daily service checks and track SLA/KPI compliance, while regularly flagging commercial risks, scope creep, and resource over-utilization.
• Hybrid Stakeholder Coordination: Lead daily stand-ups and manage communication across internal technical teams, CSPs (GCP, AWS, Azure, Alicloud), and third-party vendors to enforce service boundaries and drive resolution.
• Proactive Operations Execution: Lead periodic reviews for capacity planning, performance tuning, and preventive maintenance to shift operations from reactive to predictive.
• Incident & Change Governance: Act as the final escalation point, authorizing rapid decision-making (P1/P2 incidents), and governing the end-to-end Change Management process and risk register maintenance.
• Reporting & Knowledge Governance: Prepare performance reports for mid-management, lead executive service reviews (MSR/QBR), and ensure all operational knowledge is compliant and audit-ready.

Required Qualifications

• Experience: Proven experience in a customer-facing operations or service management role, with a strong emphasis on contractual and commercial management within complex hybrid cloud environments or on-premise IT infrastructure.
• Hybrid Cloud Acumen: Strong understanding of hybrid cloud environments and managed service principles, with deep expertise in on-premises IT infrastructure (HPE, Dell, IBM, Huawei) and across CSPs (GCP, AWS, Azure, Alicloud).
• Process Mastery: Demonstrated expertise in Incident and Problem Management processes and driving resolver group compliance.
• Operational Flexibility: Preparedness to work in shifts, including after-office hours and weekends, to ensure 24/7 continuous support coverage for regional customers.
• Certifications: ITIL Foundation Certification or equivalent Service Management certification, supporting the role's focus on Process Mastery. Good to have GCP Associate Cloud Engineer or AWS Certified Solutions Architect – Associate or equivalent certification in a public cloud platform (Azure/Alicloud), reflecting the multi-cloud operational environment.

Support Coverage Model

The Senior Service Delivery Manager will oversee a support model that includes the following standard operational hours, with extended flexibility as required for regional customer success:

[Day | Standard Operating Hours]

• Monday - Friday | 0900 hr to 1800 hr
• Saturday, Sundays and Public Holidays | Excluded (Standard), but covered via shift-based 24/7 model for critical events