Description

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 Delivery Owner (Senior Service Delivery Manager) at CloudFactory, you will lead the end-to-end execution of high-impact service delivery projects across complex, strategically important client accounts. In this role, you’ll be accountable not only for operational excellence but for owning and growing trusted client relationships that drive long-term value and account retention.
You’ll serve as the delivery point person for your clients, translating their goals into actionable delivery plans, aligning internal teams, and ensuring consistent performance against SLAs and quality standards. Your ability to engage with client stakeholders, anticipate their evolving needs, and proactively solve problems will position you as a strategic partner, not just a service provider.
Internally, you’ll coach and develop delivery teams, collaborate cross-functionally across operations, technology, and workforce planning, and lead initiatives that continuously improve how we deliver. You’ll draw insights from performance data, navigate complexity with sound judgment, and ensure that delivery execution consistently aligns with commercial outcomes.

This is a senior role that demands ownership, adaptability, and influence. It’s a unique opportunity to elevate how CloudFactory delivers for its clients while shaping scalable delivery systems in a mission-driven, high-performance environment.

Responsibilities:

1. Service Delivery Oversight

• Lead the day-to-day delivery of services for assigned client accounts.
• Ensure service levels are met and delivery meets agreed quality standards.
• Coordinate across internal functions (such as operations, quality assurance, training, and technology) to resolve issues and implement delivery improvements.

2. Client Relationship Management

• Maintain and grow strong, trust-based relationships with client stakeholders at the C-Suite level. 
• Act as the primary point of contact for assigned accounts.
• Collaborate with client stakeholders on evolving needs and contribute to account growth and renewal strategies.

3. Team Leadership & Culture

• Lead, coach, and support delivery teams to maintain a high-performance culture.
• Foster a collaborative, feedback-driven, and results-oriented team environment.
  

4. Performance & Escalation Management

• Monitor service delivery performance metrics (including SLAs and KPIs), identifying and addressing any performance gaps proactively.
• Manage client expectations and respond to escalations professionally and promptly.

5. Reporting & Data Insight

• Report on account health, delivery performance, and associated risks.
• Analyze delivery data and identify opportunities to increase efficiency, reduce waste, and improve client outcomes.

6. Continuous Improvement

• Identify and implement continuous improvement initiatives to streamline workflows, enhance service quality, and drive operational excellence.

7. Stakeholder Management 

• Build and maintain strong, trust-based relationships with both internal and external stakeholders by serving as the primary point of contact for assigned client accounts. Collaborate cross-functionally with internal teams (e.g., operations, QA, training, tech) to align on delivery priorities, represent client needs, and ensure timely issue resolution. Influence internal stakeholders and support team development while managing client expectations, facilitating strategic conversations, and driving long-term value through effective relationship stewardship.

Competencies Requirements

• Client Relationship & Influence – Shapes strategic delivery conversations and influences senior client stakeholders
• Service Delivery Execution – Oversees end-to-end service delivery with clarity, structure, and high accountability
• SLA Management & Team Performance – Drives performance using data and ensures consistent delivery against service standards
• Team Leadership & Coaching – Builds leadership depth and fosters a resilient, accountable delivery culture
• Continuous Improvement – Champions scalable innovation and embeds a culture of learning
• Risk & Issue Management – Anticipates and resolves complex risks through structured, proactive management
• Cross-functional Collaboration – Ensures strong integration across teams and removes organizational blockers
• Business & Commercial Acumen – Connects delivery execution to business value and supports strategic account decisions
• Autonomy & Accountability – Leads independently with full delivery ownership; ensures accountability across the team
• Effective Communication – Communicates with impact and intention, especially in high-stakes delivery scenarios

Qualifications

• Bachelor’s degree in Project Management, Business Administration, or technological field such as Engineering, Computer Science.
• Minimum 5 years of experience in service delivery management, project management or client success, including leading teams and large client accounts
• Proven track record of managing delivery across complex or multi-stakeholder environments
• Leadership and coaching experience, especially across distributed or cross-functional teams
• Solid knowledge of standard data analysis tools e.g. Google Sheets, Looker Studio, Tableau.

Benefits

• Great Mission and Culture
• Meaningful Work
• Market competitive salary
• Quarterly variable compensation
• Connected First policy (Hybrid working)
• Comprehensive medical cover 
• Group life insurance
• Personal development and growth opportunities
• Office snacks and lunch
• Periodic team building and social events