Role Title
Team Lead
Experience
5–8 Years
Role Objective
Lead the end-to-end delivery and governance of F9 Infotech’s Public Cloud Managed Services engagements across Public Cloud Platform. The Service Delivery Manager will be responsible for ensuring operational excellence, SLA compliance, customer satisfaction, and commercial success while acting as the primary point of contact for customers, internal delivery teams, and technology partners.
Key Responsibilities
- Own the overall delivery and operational governance of assigned Public Cloud Managed Services engagements.
- Serve as the primary customer interface for service reviews, governance meetings, escalations, and strategic discussions.
- Ensure contractual SLAs, KPIs, and service commitments are consistently achieved.
- Manage day-to-day service delivery across Cloud Operations, Security, DevOps, and Project teams.
- Drive major incident management and ensure timely stakeholder communication and service restoration.
- Review and approve Root Cause Analysis (RCA) reports and track corrective and preventive actions.
- Coordinate onboarding and transition of new customers and cloud workloads into F9 Managed Services.
- Oversee cloud deployment, migration, disaster recovery, modernization, and optimization activities delivered as part of F9 engagements.
- Monitor service performance through dashboards, SLA reports, risk registers, and action trackers.
- Conduct Monthly Service Reviews (MSR), Quarterly Business Reviews (QBR), and executive presentations.
- Identify and drive service improvement initiatives related to automation, governance, security, and cost optimization.
- Manage customer expectations, scope boundaries, assumptions, dependencies, and change requests.
- Support contract renewals, upsell opportunities, and proposal development in collaboration with Sales and Presales teams.
- Ensure billing accuracy, revenue realization, and overall engagement profitability.
- Coordinate escalations with Microsoft, AWS, and other technology partners.
- Support compliance, audit, and regulatory requirements for customer environments.
- Build and mentor high-performing delivery teams and ensure clear accountability.
- Develop and maintain SOPs, runbooks, escalation matrices, and operational documentation.
- Track customer satisfaction and implement actions to improve retention and referenceability.
Technical Skills
- Strong understanding of Public Cloud Managed Services delivery models and ITIL-based service management.
- Understanding of cloud architecture, networking, security, backup, disaster recovery, and compliance.
- Familiarity with monitoring, automation, and Infrastructure-as-Code practices.
- Experience with ITSM platforms such as ServiceNow, Jira, or equivalent.
- Strong understanding of SLA/KPI reporting, governance, and service improvement methodologies.
- Commercial awareness including scope management, renewals, and profitability.
- Excellent customer-facing, communication, and executive presentation skills.
- Ability to manage multiple enterprise customers and cross-functional teams.
- Preferred certifications: ITIL, PMP/PRINCE2, Microsoft Azure, AWS.
Work Location: In person
Work Location: In person
