Job Description – Technical Service Delivery Manager
Company: CloudNuro
Location: Bengaluru, India
Employment Type: Full-Time
About CloudNuro
CloudNuro is a leading SaaS Management, AI Governance, and IT Intelligence platform that helps enterprises gain complete visibility into their SaaS ecosystem, optimize software investments, improve governance, strengthen security, and manage AI adoption across modern cloud environments.
Our platform provides organizations with actionable insights into SaaS usage, cloud infrastructure, software spend, AI applications, compliance, and operational efficiency. By integrating with leading enterprise applications, cloud platforms, and identity providers, CloudNuro enables IT leaders to make data-driven decisions, reduce risk, optimize costs, and establish effective governance for both SaaS and AI technologies.
Please Note
This is a technical, customer-facing Service Delivery role within a SaaS product company. Candidates should have prior experience working with SaaS products, enterprise software, cloud platforms, IT infrastructure, or technical service delivery. Profiles with primary experience in BPO, call center operations, customer support centers, or non-technical customer service are unlikely to be a fit for this position.
Role Overview
We are looking for an experienced Technical Service Delivery Manager to own the post-sales technical relationship with enterprise customers and ensure the successful adoption, operation, governance, and ongoing value realization of the CloudNuro platform.
This role sits at the intersection of Customer Success, Professional Services, Product Management, Support, Engineering, and Cloud Operations. The successful candidate will act as a trusted technical advisor to enterprise customers while ensuring service excellence, customer satisfaction, and long-term adoption of the platform.
The ideal candidate should possess a strong understanding of enterprise SaaS applications, cloud infrastructure, IT operations, AI governance, identity management, integrations, and enterprise architecture. The role requires close engagement with CIOs, IT leaders, Infrastructure teams, Security teams, Cloud Architects, Procurement teams, and SaaS administrators.
The Service Delivery Manager will own customer onboarding, implementation coordination, service transition, adoption, ongoing optimization, operational governance, and customer success throughout the customer lifecycle.
Key Responsibilities
Customer Onboarding & Implementation
- Own the transition of customers from Sales into Production.
- Coordinate onboarding, implementation, configuration, and deployment activities.
- Drive successful customer go-live while ensuring technical readiness.
- Coordinate integrations with enterprise SaaS applications, cloud platforms, and identity providers.
- Ensure customer environments are configured according to best practices.
Service Delivery & Operations
- Own end-to-end service delivery for a portfolio of enterprise customers across North America, Europe, the Middle East, and APAC.
- Monitor platform health, service performance, SLA compliance, and operational KPIs.
- Coordinate Incident, Problem, Change, and Release Management activities.
- Lead customer communications during service incidents and coordinate resolution with Engineering.
- Drive Root Cause Analysis (RCA) and continuous service improvement initiatives.
- Ensure customer issues are effectively prioritized and resolved.
Customer Success & Executive Engagement
- Act as the primary post-sales technical advisor for enterprise customers.
- Build trusted relationships with CIOs, IT Directors, Infrastructure teams, Cloud Architects, Security teams, Procurement teams, and SaaS Administrators.
- Conduct Weekly Operational Reviews, Monthly Service Reviews, and Quarterly Business Reviews (QBRs) with customers.
- Present platform adoption, optimization opportunities, governance insights, roadmap updates, and service performance.
- Identify customer risks and drive proactive mitigation plans.
- Help customers maximize adoption and business value while identifying opportunities for platform expansion.
SaaS & AI Governance
- Help customers establish governance frameworks for SaaS applications and AI technologies.
- Provide recommendations to improve SaaS visibility, license utilization, compliance, AI application governance, and software spend optimization.
- Assist customers with SaaS lifecycle management, AI governance best practices, access governance, and operational maturity.
- Work with customers to onboard additional SaaS applications and cloud platforms.
- Support customers in implementing governance policies for AI applications and emerging technologies.
Technical Coordination
- Collaborate closely with Product Management, Engineering, Customer Success, Security, and Support teams.
- Translate customer requirements into product enhancements.
- Coordinate feature releases and customer enablement activities.
- Validate customer environments before production deployment.
- Assist with troubleshooting integrations and technical issues.
Reporting & Analytics
- Prepare executive dashboards and operational reports.
- Analyze platform adoption, utilization, and customer health.
- Present optimization recommendations supported by data.
- Track SLA performance, customer satisfaction, adoption metrics, and service KPIs.
- Identify operational risks and recommend mitigation strategies.
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- 5–10 years of experience in Technical Service Delivery, Customer Success, Professional Services, Technical Account Management, SaaS Operations, Cloud Operations, or IT Service Management.
- Experience working for a SaaS product company is highly preferred.
- Experience managing enterprise customers in the United States, Europe, and the Middle East.
- Strong understanding of enterprise SaaS applications, cloud technologies, and enterprise IT operations.
- Excellent stakeholder management skills with the ability to engage both executive and technical audiences.
- Strong analytical, troubleshooting, and problem-solving skills.
Technical Skills (Required)
Candidates should possess working knowledge of:
- Enterprise SaaS applications
- Cloud Infrastructure (AWS, Microsoft Azure, or Google Cloud Platform)
- Infrastructure fundamentals including Compute, Storage, Networking, Identity, and Security
- REST APIs and SaaS integrations
- Identity and Access Management (IAM)
- SSO technologies including SAML, OAuth, OpenID Connect, and SCIM
- Identity providers such as Microsoft Entra ID, Okta, Google Workspace, or Ping Identity
- ITSM processes including Incident, Problem, Change, Asset, and Request Management
- SaaS administration and lifecycle management
- Basic networking concepts including DNS, HTTPS, VPNs, Firewalls, and Proxy configurations
- Log analysis and troubleshooting techniques
Desirable Skills
- Understanding of AI Governance concepts, AI application management, and responsible AI practices.
- Exposure to AI platforms such as Microsoft Copilot, ChatGPT Enterprise, Google Gemini, Claude, or similar enterprise AI solutions.
- Familiarity with AI risk management, AI compliance, and governance frameworks.
- Experience with ServiceNow, Jira, Zendesk, Salesforce, Microsoft 365 Administration, Google Workspace Administration, AWS Console, Azure Portal, or Google Cloud Console.
- Understanding of IT Asset Management (ITAM), SaaS Management Platforms (SMP), and Cloud Cost Optimization.
- ITIL Foundation certification and/or AWS, Microsoft Azure, or Google Cloud certifications are preferred.
What We Offer
- Opportunity to work in a fast-growing SaaS, AI Governance, and Cloud Intelligence company.
- Exposure to global enterprise customers across North America, Europe, the Middle East, and APAC.
- Collaborative, innovation-driven culture with close interaction across Product, Engineering, and Customer Success teams.
- Opportunity to influence product direction through customer insights.
- Career growth in Technical Service Delivery, Customer Success, SaaS Strategy, Cloud Operations, and AI Governance.
- Competitive compensation and benefits.
