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Service Delivery Manager (SDM)

PeopleNTech LLC

Alexandria, VA

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JOB DETAILS
SALARY
$140,000–$165,000 Per Year
SKILLS
Amazon Web Services (AWS), Automation, Business Strategy, Capacity Management, Cloud Architecture, Cloud Computing, Communication Skills, Continuous Improvement, Cost Control, Customer Experience, Customer Relations, Delivery Management, DevOps, Disaster Recovery, Diving, Engineering Management, Hybrid Cloud, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Incident Management, Leadership, Mentoring, Onboarding, Operational Improvement, Performance Tuning/Optimization, Presentation/Verbal Skills, Private Cloud, Production Systems, Reliability Engineering, Risk Analysis, Service Delivery, Service Level Agreement (SLA), Software Engineering, Storytelling, Value Chain Model, Writing Skills
LOCATION
Alexandria, VA
POSTED
16 days ago
Job Description: Service Delivery Manager (SDM)
Location: United States (Remote)
FTE
Salary – 140-165K

About the Role
We are seeking a seasoned Service Delivery Manager (SDM) to lead and scale our cloud operations function in the United States. This is a high-impact leadership role at the intersection of engineering excellence, enterprise customer success, and executive stakeholder management. The ideal candidate is a seasoned cloud operations leader who has run large-scale production environments and is equally comfortable in communicating with senior leadership as they are diving into an incident post-mortem with an engineering team.
Key Responsibilities
Cloud Operations Leadership
  • Own end-to-end production cloud operations at scale, including availability, reliability, performance, and cost optimization across hybrid environments (Private cloud+AWS).
  • Define and enforce operational standards, SLAs/SLOs/SLIs, and incident management frameworks across distributed engineering teams.
  • Drive a culture of operational excellence through automation, observability, and continuous improvement (toil reduction, runbook maturity, chaos engineering).
  • Oversee capacity planning, disaster recovery, and business continuity strategies for mission-critical customer workloads.
  • Lead and mentor a team of engineering managers, SREs, and cloud operations engineers across multiple time zones.
Service Delivery & Customer Engagement
  • Serve as the senior-most technical point of contact for strategic enterprise customers, owning the overall service delivery relationship and health of customer environments.
  • Build and maintain deep, trust-based relationships with customer CXOs (CTO, CIO, VP Engineering) and their leadership teams, translating complex operational realities into clear executive narratives.
  • Engage directly with the customer's customers — understanding downstream impact, SLA obligations, and the business outcomes that matter most at every layer of the value chain.
  • Lead executive briefings, and escalation calls with poise, data-driven storytelling, and a solutions-first mindset.
  • Proactively identify risks to service delivery and drive remediation plans before they become customer-impacting issues.
  • Act as the internal voice of the customer, advocating for operational investments that improve reliability and customer experience.
  • Drive standardization of onboarding, runbooks, and escalation playbooks to enable repeatable, high-quality delivery at scale.
Required Qualifications
  • 15+ years of experience in engineering, cloud infrastructure, or IT operations, with at least 5 years in a senior leadership role managing large-scale production cloud environments.
  • Proven track record of running production cloud operations at scale 99.99%+ availability SLAs, and global footprints.
  • Demonstrated experience managing and presenting to C-suite stakeholders (CTO, CIO, CEO) large enterprise customer organizations.
  • Deep expertise in AWS cloud platform with working knowledge of multi-cloud /hybrid architectures.
  • Strong command of ITSM and service delivery frameworks (ITIL, SRE principles, DevOps practices).
  • Exceptional executive communication skills — written, verbal, and presentation — with the ability to distill technical complexity into business impact narratives.
  • Experience navigating multi-tier customer relationships, including engaging with a customer's end clients or downstream partners.


About the Company

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PeopleNTech LLC

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