Service Delivery Manager

Job description

About CloudNuro

CloudNuro is a SaaS Management and IT intelligence platform helping organizations optimize SaaS usage, reduce software spend, improve visibility, and strengthen governance across modern cloud environments. We work with forward-thinking IT leaders, CIOs, and enterprises to bring operational efficiency and intelligence into their SaaS ecosystems.

Role Overview

We are looking for a proactive and customer-focused Service Delivery Manager to oversee the operational lifecycle of the CloudNuro platform after it is sold to clients. Acting as the primary link between the client and CloudNuro, this role ensures seamless service transition from implementation into live operations, ongoing technical support, and that all service level agreements (SLAs) are successfully met. The SDM will manage a diverse, global portfolio of enterprise customers spanning multiple time zones, requiring flexibility, proactive communication, and around-the-clock service awareness.

The ideal candidate should have experience in SaaS operations, IT service management, customer success, and stakeholder management, with the ability to bridge technical teams and business outcomes.

Key Responsibilities

Service Delivery & Operations

• Manage end-to-end service delivery of the CloudNuro platform for enterprise customers across multiple time zones, ensuring consistent service quality and responsiveness.
• Manage service transition – the smooth handover of the product from the sales or implementation phase into live production – ensuring continuity, documentation, and client readiness.
• Track and enforce adherence to contractual SLAs, KPIs, service uptime commitments, and compliance requirements across all customer accounts.
• Serve as the client advocate during system outages and incidents, driving root cause analysis and coordinating with engineering teams to prevent recurrence.
• Hold regular business reviews with customers across different time zones to report on service health, identify evolving needs, and improve the overall customer journey.

Customer Engagement

• Act as the primary link between clients and CloudNuro, owning the post-sale relationship and ensuring customers receive consistent, high-quality service regardless of their time zone.
• Build strong relationships with CIOs, IT teams, procurement teams, and business stakeholders.
• Understand customer SaaS environments and recommend optimization strategies.
• Conduct QBRs (Quarterly Business Reviews), adoption reviews, and value realization discussions, accommodating scheduling across different customer time zones.

SaaS Optimization & Governance

• Help customers improve SaaS visibility, license utilization, compliance, and cost optimization.
• Analyze operational bottlenecks and work closely with product and engineering teams to enhance the platform based on real-world customer feedback, turning field insights into product improvements.
• Support customers with SaaS governance best practices and operational workflows.

Team & Process Management

• Coordinate with Customer Success, Product, Engineering, Security, and Support teams.
• Develop scalable service delivery processes, playbooks, and documentation that account for cross-timezone operations and global customer needs.
• Mentor and guide support or operations team members as the function scales.
• Drive continuous improvement initiatives for operational efficiency and service quality, incorporating learnings from a geographically distributed customer base.

Reporting & Analytics

• Prepare customer reports on usage trends, optimization opportunities, adoption metrics, and operational insights.
• Track customer satisfaction metrics including CSAT and service performance indicators.
• Identify risks proactively and develop mitigation plans.

Required Qualifications

• Bachelor's degree in Engineering, Information Technology, Business, or related field.
• 2-5 years of experience in Service Delivery Management, Managed Services, SaaS Operations, IT Service Management, Customer Success, or related roles.
• Strong understanding of SaaS ecosystems, cloud applications, and enterprise IT operations.
• Experience working with enterprise customers and cross-functional stakeholders across multiple geographies and time zones.
• Familiarity with ITSM processes such as Incident, Change, Problem, and Asset Management.
• Excellent communication, presentation, and stakeholder management skills.
• Strong analytical and problem-solving capabilities.

Preferred Qualifications

• Experience in SaaS Management Platforms (SMP), IT Asset Management (ITAM), or Cloud Operations.
• Exposure to tools such as ServiceNow, Jira, Zendesk, or similar ITSM platforms.
• Understanding of SaaS licensing, procurement, governance, and compliance.
• ITIL certification or relevant service management certifications preferred.

What We Offer

• Opportunity to work in a fast-growing SaaS and AI-driven environment.
• Collaborative and innovation-focused culture.
• Exposure to enterprise customers and modern cloud ecosystems.
• Career growth opportunities in Customer Success, Operations, and SaaS Strategy.
• Competitive compensation and benefits.