Cloud Service Delivery Manager

Teradata Cloud Operations is seeking a Cloud Service Delivery Manager to engage with and support customer-facing teams in delivering exceptional service to Teradata's as-a-service customers. You will partner with Teradata's Customer Experience (CX) and Go-to-Market (GTM) teams to ensure cloud-hosted customers receive best-in-class service that meets established KPIs and service level agreements.

Responsibilities

Serve as the primary point of contact between Cloud Operations and GTM/CX teams for the EMEA region's customer experience concerns; Partner with EMEA regional CX teams to understand, prioritize, and resolve service delivery issues; Monitor and manage customer SLAs, escalating issues appropriately and driving timely resolution; Identify and support continuous improvement initiatives within Cloud Operations delivery processes; Build and maintain strong cross-functional relationships with internal partners across CX, Support, and Cloud Operations service delivery teams; Contribute to cloud environment consistency through participation in release management processes; Track and report on operational KPIs to measure and improve service delivery performance

Requirements

7+ years of experience in customer-facing, customer success, or service delivery roles; 2+ years in a leadership or team lead role within a technical or cloud services environment; Familiarity with cloud-based services and technologies (SaaS & PaaS); Understanding of ITIL or other service delivery frameworks; Bachelor's degree in Computer Science, Information Technology, or a related field; Demonstrated ability to manage multiple priorities and stakeholder relationships simultaneously; Track record of driving measurable improvements in service delivery or customer satisfaction; Experience supporting enterprise customers in B2B technology environments; Experience using data and analytics to monitor performance and drive continuous improvement; Familiarity with industry-standard ITSM tools (e.g., ServiceNow, Jira); Ability to develop and document operational processes that balance efficiency and customer satisfaction; Strong analytical and problem-solving skills with attention to detail; Experience supporting strategies to improve customer retention, product adoption, and expansion; Ability to collaborate effectively across CX, Support, and Engineering teams to resolve customer issues; Comfortable working in fast-paced, evolving environments and leading change at the team level; Excellent written, verbal, and presentation communication skills

Nice to have

Experience working in a product-based organization supporting a PaaS/SaaS production environment is preferred; ITIL Foundation certification (preferred); Experience with Teradata products and solutions is a plus

Benefits

Health care; life insurance; disability insurance; retirement savings; time-off programs; 401(k)-retirement savings plan; annual incentive plans; flexible work model; people-first culture; well-being focus; inclusive environment