Lead Engineer - Cloud Specialist

Airtel Cloud solutions enables enterprises to accelerate and optimize their digital transformation by bringing all cloud options at one place. With an all-inclusive portfolio comprising connectivity, datacentre, Edge locations and security, Airtel Cloud is fully equipped to be enterprise's one-stop partner in every step of their multi-cloud strategy. While we take these set of Airtel cloud services to our customers, we are looking for experienced Service Delivery managers to manage the customer’s environments provided by Airtel and meet their expectations in terms of delivery and quality of operations.

We are looking for a dedicated service delivery manager to be responsible for maintaining strong customer relationships and improving our services to maintain customer satisfaction. The service delivery manager may perform technical tasks, such as leading troubleshooting technical issues, and may perform administrative tasks, such as managing team performance and checking the quality of inventory. The main tasks of a service delivery manager, however, include managing projects, fixing reliability issues, tracking service metrics, managing budgets, and leading the service delivery team.

To be a successful service delivery manager, you should demonstrate strong leadership and teamworking skills. You should also demonstrate excellent communication and computer skills. 

Responsibilities

• Maintaining positive relationships with customers.
• Identifying customer needs and overseeing service delivery within the business context.
• Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently.
• Managing finances and budgets.
• Determining ways to reduce costs without sacrificing customer satisfaction.
• Assessing customer feedback and using your creativity to establish, improve, and refine services.
• Remaining organized and meeting deadlines.
• Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.
• Tracking the delivery metrics(SLA’s, KPI’s) and reporting on a weekly basis
• Managing the governance with the client as well as with the internal stake holders
• Notifying leadership at the right time about any potential issues or escalations
• Driving the teams to meet the SLA’s and KPI’s
• Coaching, mentoring and driving the team to achieve their personal and business related goals
• Leading and coordinating the critical incidents along with the service management teams
• Identify critical risks and issues for the project and notifying clients and leadership well in advance.
• Improving the team dynamics and overall moral of the team
• Drive automations and efficiencies across teams delivery tasks
• Vendor Management experience

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