• Oversee day-to-day operations, ensuring SLA compliance, incident closure, and proactive issue prevention. • Govern delivery operations across multiple Commercial accounts, managing both SAP and non-SAP workloads. • Lead tactical initiatives such as OS patching, DR drills, system upgrades, and cloud migrations. • Drive operational maturity through ITIL practices and continuous improvement programs. • Conduct regular service reviews (QBRs, MSRs) and executive reporting through dashboards and performance metrics. • Maintain accurate documentation and reporting for delivery milestones and KPIs. • Manage client escalations with urgency and transparency, maintaining strong and trusted relationship. • Use ServiceNow and Jira to track tasks, incidents, problems, and changes across delivery streams. • Coordinate activities across AWS, Azure, and GCP environments — ensuring security, performance, and compliance. • Collaborate with Cloud Architects to optimize cost, automation, and resiliency. • Ensure SAP and non-SAP workloads follow hyperscaler best practices (e.g., HANA sizing, DR design, clustering). • Demonstrate working knowledge of key cloud components such as EC2, S3, IAM, VPC, Azure VM/Storage/AD, and GCP Compute/Networking. • Mentor tower leads, engineers, fostering a culture of accountability and excellence to drive engagement and operational excellence. • Support workforce planning, hiring, onboarding, and performance management for delivery teams.