Cloud Managed Services - Service Delivery Manager

Cloud | Core Business Operations
Same job available in 22 locations

Position Summary

Cloud Managed Services

Service Delivery Manager

As a Service Delivery Manager, you will be the face to the client for the project—managing client communications, expectations, and escalations. You will be responsible for the SNOW Queue, records management, and project resolution


  • Work with DevOps resources and tech leads to improve their skills and identify growth and leadership opportunities
  • Work with GCO team to schedule and deliver automated reporting required by pod teams for clients and CMS leadership
  • Work with SDMS's and PPMD's to manage client relationships and communications
  • Notify CMS and project leadership of any potential escalations related to project delivery
  • Continually monitor SNOW Queues for assigned project tasks
  • Be aware of the scope of the project onboarding support responsibilities for each assigned project
  • Identify and facilitate all opportunities for automation
  • Review tickets for completion according to standards required for SOC II Compliance
  • Be aware of the overall technical scope and architecture for projects assigned; update regularly
  • Review the completeness and quality of the project for work completed by team members
  • Facilitate issue resolution and build tasks for DevOps team members on projects
  • Be aware and report open incidents, project changes, near-approaching SLA breaches, and pastdue build dates
  • Work with the tech lead for your projects to deliver any root-cause documents, reports, or other documentation required by the client
  • Work with the implementation project manager, operations lead, and tech lead to plan the delivery of the CMS project scope
  • Provide status reporting for CMS tasks into the overall implementation-project reporting mechanism
  • Work with CMS tech lead, implementation project tech lead, and CMS architect to facilitate the design of the landscape during the build phase
  • Work with tech lead and Pod lead to develop a working relationship with client counterpart
  • Develop the Service Delivery plan for the engagement as a build-phase deliverable
  • Work with client counterpart and CMS tech resources to facilitate key activities, such as building milestones, patching, upgrades, DR test, and other key project tasks and milestones
  • Be engaged for any P1 ticket for your client, making communication decision for outages exceeding one hour
  • Drive problem-management and continuous improvement within projects
  • Work with Pod leadership and CMS finance team to support financial reporting process through forecasting of resources, review of time entries, and management of infrastructure costs
  • Manage client relationship, communications, expectations, and escalations, including reporting (standard operations, requests, and RCAs); be the client’s advocate within CMS
  • Develop and maintain the Service Delivery plan for the engagement
  • As per the defined P1 outage communication plan, keep the stakeholders and management apprised of status


  • Bachelor-level degree in engineering, information technology, data communications, telecommunications, computer science, or equivalent educational or professional experience and/or qualifications
  • 5+ years of relevant professional experience in a large, diverse server environment
  • Demonstrated experience leading large projects, interpreting project requirements and working directly with clients to develop customized solutions
  • Strong troubleshooting, problem-solving, and issue-management skills
  • Preferred ability and discipline to work and succeed in a fast-paced and organizationally complex environment, to effectively adapt to rapidly changing technology, and to lead and manage projects
  • Excellent oral and written communications ability; must be able to communicate effectively with all levels of the organization.

Skills desired

  • Certification in system administration, system architecture, virtualization, or cloud technologies preferred


  • Limited immigration sponsorship may be available

Our people and culture

Our diverse, equitable, and inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our client most complex challenges. This makes Deloitte one of the most rewarding places to work. Learn more about our inclusive culture.

Professional development

From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career. Learn more about our commitment to developing our people.

As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Requisition code: 51256


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