Senior Service Delivery Manager

At CloudFactory, we are a mission-driven team passionate about unlocking the potential of AI to transform the world. By combining advanced technology with a global network of talented people, we make unusable data usable, driving real-world impact at scale. 

More than just a workplace, we’re a global community founded on strong relationships and the belief that meaningful work transforms lives. Our commitment to earning, learning, and serving fuels everything we do as we strive to connect one million people to meaningful work and build leaders worth following.

Our Culture

At CloudFactory, we believe in building a workplace where everyone feels empowered, valued, and inspired to bring their authentic selves to work. We are:

• Mission-Driven: We focus on creating economic and social impact.
• People-Centric: We care deeply about our team’s growth, well-being, and sense of belonging.
• Innovative: We embrace change and find better ways to do things together.
• Globally Connected: We foster collaboration between diverse cultures and perspectives.

If you’re passionate about innovation, collaboration, and making a real impact, we’d love to have you on board!

Role Summary

As a Senior Service Delivery Manager (Delivery Owner), you are responsible for the delivery of complex client projects across global and multi-region environments. 

This is a senior delivery role requiring strong operational expertise, commercial awareness, and confident decision-making in fast-moving, ambiguous environments. The role owns end-to-end delivery outcomes and coordinates across multiple internal teams and client stakeholders to ensure commitments are delivered successfully.

Success in this role requires strong ownership, urgency, problem-solving ability, and the confidence to act independently without waiting for direction.

You will support accounts characterised by:

• Global / multi-region delivery
• Executive-level stakeholders
• Specialised  talent
• Regulatory and compliance requirements
• Customised delivery solutions
• Frequent change, ambiguity, and escalations
• High operational intensity

Key Responsibilities

Delivery Ownership

• Own end-to-end delivery performance (SLAs, KPIs, quality, timelines, commercial outcomes in partnership with the DSL, SL)
• Lead delivery in complex, fast-changing environments
• Take full accountability for client commitments and outcomes
• Identify risks early and drive resolution
• Lead the resolution of incidents and ensure service continuity
• Balance client expectations with operational and commercial realities

Client & Stakeholder Management

• Build trusted relationships with senior client stakeholders (Directors, VPs, Executives)
• Lead governance and delivery discussions
• Provide clear recommendations and solutions
• Challenge unrealistic expectations constructively
• Act as a trusted delivery partner to the client

Cross-Functional Delivery Leadership

• Coordinate project delivery teams at all levels for successful delivery
• Drive accountability and execution across all delivery contributors
• Align internal teams (Ops, Talent, Finance, Compliance etc) to deliver priorities
• Remove blockers and manage dependencies
• Influence stakeholders without direct authority
• Support workforce planning for specialised talent needs

Governance & Compliance

• Ensure compliance with contractual, regulatory, legal, and security requirements
• Maintain strong governance and reporting standards

What Sets You Apart

• You are highly self-driven, calm under pressure, and decisive. You take full ownership of outcomes and are comfortable operating independently in ambiguity.
• You communicate clearly at all levels, build trust quickly across diverse stakeholders, and are confident, challenging and influencing when needed.
• You are commercially aware, solutions-focused, and comfortable making decisions that balance client needs with operational reality. You know how to drive execution through others in a matrix environment without relying on direct authority.

Success Measures

• SLA / KPI delivery
• Client satisfaction and retention
• Delivery against commitments
• Operational stability
• Risk and escalation management
• Governance and compliance adherence
• Effective cross-functional execution
• Revenue and Margin attainment