Service Delivery Manager (sdm) - Cloud Operations

Northern Trust

Pune, India
Hybrid
15+ years technical delivery experience
8+ years public cloud operations
Itil process management expertise
Northern Trust is seeking a Cloud Service Delivery Manager in Pune, India, to oversee public cloud operations and ensure efficient service delivery within established SLAs. The ideal candidate will possess extensive experience in IT service management and cloud technologies while fostering customer relationships and operational excellence

Job Summary

  • The Cloud Service Delivery Manager will lead the CCOE to provide excellent, customer-centric service while ensuring all ITSM processes are followed without errors.
  • This role requires managing ServiceNow queues to meet SLAs, analyzing ticket trends for root causes, and leading SWAT calls during critical incidents.
  • Northern Trust offers a flexible work culture where senior leaders are accessible and movement within the organization is encouraged.

Matching Summary

Match Score: 85

Northern Trust is seeking a Cloud Service Delivery Manager in Pune, India, to oversee public cloud operations and ensure efficient service delivery within established SLAs. The ideal candidate will possess extensive experience in IT service management and cloud technologies while fostering customer relationships and operational excellence.

Skills & Requirements

Must-have

  • 15+ years technical delivery experience
  • 8+ years public cloud operations
  • ITIL process management expertise
  • Enterprise customer relationship management
  • Azure and AWS infrastructure knowledge
  • ServiceNow queue management
  • L1.5/L2/L3 escalation support capability

Nice-to-have

  • Strategic thinking for business challenges
  • Cross-timezone collaboration skills
  • Process improvement and best practices
  • Strong executive presentation abilities
  • Ability to work in ambiguous environments
  • Experience with hybrid cloud technologies
  • Self-starter with analytical problem-solving

Key Requirements

  • Bachelor's degree in Computer Science or related field
  • 15+ years professional experience in technical delivery
  • 8+ years experience in Infrastructure, applications, or public cloud
  • Proven track record of enterprise-level customer support
  • Availability for critical incidents from 08:00 PM – 08:00 AM CT

Work Rights

Not specified

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