Senior Service Delivery Manager

About the role

CloudFactory is seeking a Senior Service Delivery Manager to own the end‑to‑end delivery of complex, multi‑region client projects. In this senior position you will drive operational performance, manage commercial outcomes and act as the trusted delivery partner for executive‑level stakeholders.

Key responsibilities

• Own delivery performance against SLAs, KPIs, quality standards, timelines and commercial targets.
• Lead delivery in fast‑changing, ambiguous environments and take full accountability for client commitments.
• Identify risks early, drive resolution and ensure service continuity during incidents.
• Build and maintain trusted relationships with senior client stakeholders (Directors, VPs, Executives).
• Lead governance and delivery discussions, provide clear recommendations and challenge unrealistic expectations.
• Coordinate cross‑functional delivery teams (Operations, Talent, Finance, Compliance) to ensure aligned execution.

Required profile

• Proven senior delivery experience in global or multi‑region environments.
• Strong operational expertise, commercial awareness and decisive decision‑making.
• Ability to work independently, show urgency and solve complex problems.
• Experience managing executive‑level stakeholders and navigating regulatory/compliance requirements.
• Comfort with frequent change, high operational intensity and escalation management.

Required skills