Senior Manager- Cloud Managed Services Portfolio

Role Overview The Cloud Delivery Partner will have end-to-end responsibility for the delivery operational performance customer satisfaction and P L of all Cloud Managed Services accounts within the assigned region The role requires a senior technology and business leader who can operate effectively across customer CXO stakeholders ITC Infotech leadership account teams delivery organizations cloud partners and engineering teams The Delivery Partner will act as the single regional delivery leader and strategic customer interface ensuring that all accounts achieve agreed business outcomes operational KPIs and SLAs while continuously improving profitability productivity automation and customer experience Key Responsibilities 1 Regional Delivery Operational Leadership Own end-to-end delivery of all Cloud Managed Services accounts within the assigned region Ensure delivery performance against contractual SLAs KPIs OLAs and customer commitments Establish strong governance across accounts covering operations service quality risks issues and continuous improvement Drive operational excellence across Cloud Infrastructure Cloud Operations Security Observability Automation and related managed services Ensure effective management of P1P2 incidents major problems escalations and service continuity events Establish a culture of proactive service management rather than reactive incident management 2 P L and Commercial Management Own the regional P L including revenue gross margin cost management and profitability Drive revenue growth through expansion of existing accounts and identification of new managed-services opportunities Monitor account-level profitability utilization productivity and delivery cost Identify opportunities for automation standardization and right-shoring to improve margins Work closely with Sales Account Management and Presales teams on renewals expansions proposals and new business Ensure commercial commitments are translated into executable delivery models 3 CXO Customer Relationship Management Develop and maintain strong relationships with customer CIOs CTOs CISOs CIO-1CXO stakeholders and business leaders Act as an executive escalation point for strategic accounts Conduct periodic executive governance and business reviews with customers Understand customer business priorities and translate them into technology and managed-service strategies Build trusted-advisor relationships and position ITC Infotech as a strategic transformation and operations partner not merely a service provider Drive customer satisfaction retention and referenceability 4 Delivery Organization People Leadership Lead and provide direction to Delivery Managers Service Delivery Managers Cloud Architects Engineering Leads and other delivery leadership teams Ensure the region has the right skills capacity organization structure and leadership coverage Build high-performing customer-focused delivery teams Drive talent development succession planning and leadership development Manage employee engagement and proactively address attrition risks Promote a culture of accountability ownership innovation and continuous learning 5 Cloud Technology Transformation Drive adoption of modern cloud operating models across regional accounts Promote cloud automation AIOps observability FinOps DevSecOps and AI-led operations Identify opportunities to reduce manual operations and improve service reliability through automation Encourage adoption of AI agents and intelligent automation for incident management monitoring service requests knowledge management and operational analytics Work with hyperscaler partners such as AWS Microsoft Azure and Google Cloud to leverage partner capabilities and accelerators 6 Governance Risk Compliance Establish and maintain an effective regional governance framework Ensure compliance with contractual security regulatory and operational requirements Proactively identify delivery commercial security and customer risks Own regional escalation management and ensure timely resolution of critical issues Ensure appropriate business continuity disaster recovery and operational resilience practices across accounts 7 Continuous Improvement Service Excellence Establish a continuous improvement agenda across all regional accounts Drive automation standardization shift-left self-healing and predictive operations Benchmark account performance against industry best practices Identify recurring incidents and operational inefficiencies and drive permanent corrective actions Establish reusable delivery frameworks accelerators and best practices across accounts Improve SLA performance customer experience and operational efficiency simultaneously 8 Strategic Growth Business Development Partner with Sales and Account teams to identify cross-sell and up-sell opportunities Develop account growth strategies for Cloud Managed Services Participate in customer proposals solution discussions and executive presentations Identify emerging opportunities around AI Cloud Transformation Cybersecurity Observability FinOps and Cloud Operations Support creation of new managed-service offerings and go-to-market propositions Strong understanding of AWS Azure andor Google Cloud Experience managing geographically distributed delivery teams Strong knowledge of ITILservice management SLA management incidentproblem management and operational governance Demonstrated experience handling CXO-level customer relationships and escalations Strong commercial financial and business-management acumen Experience in large-scale transition transformation and steady-state operations Strong leadership communication negotiation and stakeholder-management skills Preferred: Experience in multi-cloud managed services Experience with AIOps GenAIAI Agents automation and observability Experience managing security operations and cloud security services Experience working with hyperscaler partners Experience in building or scaling managed-services businesses ITIL PMP Cloud certifications are desirable Leadership Competencies The successful candidate should demonstrate: Business P L ownership Customer-first leadership CXO-level communication Strategic thinking Operational excellence Commercial orientation Transformation mindset People leadership Crisis and escalation management Innovation and AI-led thinking Role Success Statement The Cloud Delivery Partner is accountable for making the region's Cloud Managed Services business successful ensuring profitable growth exceptional customer experience predictable SLA-driven delivery and a high-performing delivery organization while continuously transforming operations through cloud automation AI and engineering-led innovation One-line positioning for an organization-structure slide: Cloud Delivery Partner Owns regional Cloud Managed Services P L customer relationships delivery excellence people leadership and account growth See another version