PL
Service Delivery Manager (SDM)
PeopleNTech LLC
🇺🇸 United States
On-site
Manager or above
4 months ago
- Incident Management
- Disaster Recovery
- AWS Cloud
- ITIL
- Devops
4 months ago
Location: United States (Remote)
FTE
Salary – 140-165K
About the Role
We are seeking a seasoned Service Delivery Manager (SDM) to lead and scale our cloud operations function in the United States. This is a high-impact leadership role at the intersection of engineering excellence, enterprise customer success, and executive stakeholder management. The ideal candidate is a seasoned cloud operations leader who has run large-scale production environments and is equally comfortable in communicating with senior leadership as they are diving into an incident post-mortem with an engineering team.
Key Responsibilities
Cloud Operations Leadership
- Own end-to-end production cloud operations at scale, including availability, reliability, performance, and cost optimization across hybrid environments (Private cloud+AWS).
- Define and enforce operational standards, SLAs/SLOs/SLIs, and incident management frameworks across distributed engineering teams.
- Drive a culture of operational excellence through automation, observability, and continuous improvement (toil reduction, runbook maturity, chaos engineering).
- Oversee capacity planning, disaster recovery, and business continuity strategies for mission-critical customer workloads.
- Lead and mentor a team of engineering managers, SREs, and cloud operations engineers across multiple time zones.
- Serve as the senior-most technical point of contact for strategic enterprise customers, owning the overall service delivery relationship and health of customer environments.
- Build and maintain deep, trust-based relationships with customer CXOs (CTO, CIO, VP Engineering) and their leadership teams, translating complex operational realities into clear executive narratives.
- Engage directly with the customer's customers — understanding downstream impact, SLA obligations, and the business outcomes that matter most at every layer of the value chain.
- Lead executive briefings, and escalation calls with poise, data-driven storytelling, and a solutions-first mindset.
- Proactively identify risks to service delivery and drive remediation plans before they become customer-impacting issues.
- Act as the internal voice of the customer, advocating for operational investments that improve reliability and customer experience.
- Drive standardization of onboarding, runbooks, and escalation playbooks to enable repeatable, high-quality delivery at scale.
- 15+ years of experience in engineering, cloud infrastructure, or IT operations, with at least 5 years in a senior leadership role managing large-scale production cloud environments.
- Proven track record of running production cloud operations at scale 99.99%+ availability SLAs, and global footprints.
- Demonstrated experience managing and presenting to C-suite stakeholders (CTO, CIO, CEO) large enterprise customer organizations.
- Deep expertise in AWS cloud platform with working knowledge of multi-cloud /hybrid architectures.
- Strong command of ITSM and service delivery frameworks (ITIL, SRE principles, DevOps practices).
- Exceptional executive communication skills — written, verbal, and presentation — with the ability to distill technical complexity into business impact narratives.
- Experience navigating multi-tier customer relationships, including engaging with a customer's end clients or downstream partners.
Service Delivery Manager (SDM) · PeopleNTech LLC