Head - Managed Cloud Delivery presso Tata Teleservices (Maharashtra) Limited
Tata Teleservices (Maharashtra) Limited · Pune, India · Onsite
- Senior
- Ufficio in Pune
- Lead end-to-end delivery of projects & managed services with a primary focus on Azure, expanding to AWS, GCP, and other platforms over time.
- Act as the frontline customer leader, managing service delivery (projects) & 24x7 support and ensuring exceptional customer experience.
- Understand and manage the unique needs of SMB customers, often with limited digital maturity, using structured frameworks to address both stated and unstated expectations.
- Ensure seamless delivery in a multi-vendor environment, coordinating with internal and external teams for unified customer experience.
- Define and track cloud-centric performance metrics, SLAs, and OLAs to ensure service effectiveness and continuous improvement.
- Drive the shift towards automation-first and agile delivery models to improve efficiency and profitability.
- Collaborate with product and GTM teams to achieve the 3x portfolio growth and 10x managed services growth aspirations.
- Build high-performing, customer-centric teams by coaching and mentoring staff.
- Influence and shape organizational culture to embrace new technologies, agile practices, and continuous delivery.
- Ensure compliance with ITIL, ISO20K, and ITSM frameworks across incident, problem, change, release, and request management.
- Provide thought leadership in creating target operating models, service designs, and process documentation for scalable delivery.
- Lead incident and problem management for 24x7 operations with focus on minimizing downtime and business impact.
- Manage vendor evaluation, onboarding, and governance to ensure consistent quality of service.
- Oversee contractual obligations including SLA/OLA creation, renewal, and retirement.
- 15+ years of experience in Service Delivery Management or Cloud/IT operations.
- 10+ years of hands-on experience in Azure Cloud Projects & Managed Services including 24x7 support.
- Expertise in:
- Azure Professional & Managed Services
- 24x7 Customer Support
- Infrastructure as Code (IaC) & DevOps practices
- ITSM & cloud monitoring tools
- Data Center exit strategy & execution
- Proven track record in customer-facing cloud delivery roles within service-based organizations.
- Strong experience in managing multi-vendor ecosystems and large-scale operations.
- Excellent stakeholder management, strategic thinking, and communication skills.
- Entrepreneurial mindset with a passion for innovation and scaling businesses.
- Strong leadership, team-building, and coaching abilities.
- Ability to handle day-to-day operational escalations with resilience.
- Excellent written and verbal communication skills across technical and business stakeholders.
- ITIL V3/V4 (mandatory)
- Microsoft Azure Certifications (AZ-204, AZ-305)
- Multi-cloud certifications (AWS, GCP, etc.) as an added advantage