Cloud Service Delivery Manager

United Technologies   •  

Farmington, CT

Industry: Transportation


11 - 15 years

Posted 30 days ago

United Technologies Corporate Infrastructure Services is seeking an experienced and motivated Service Delivery Manager focused on cloud and infrastructure services. This position will be responsible for overseeing the day to day operation and customer engagement for support UTC’s digital cloud transformation.

UTC is composed of several diverse global business units with distinct technology requirements and business models. The corporate Cloud Service Delivery Manager drives standardization to optimize cost, capability, and compatibility, but also must account for the unique needs of each business.

Key responsibilities include:

  • Manage Cloud Operations and Service Management teams
  • Integrate Cloud Service with UTC ITSM Framework
  • Implement 24x7 critical event monitoring and response model
  • Oversee all Major Incidents and manage Problem resolution
  • Provide operational reporting and SLA metrics
  • Integrate with UTC Security Operations Center
  • Ensure compliance with UTC IT Security and ITC controls
  • Manage cloud governance, customer engagements, and user experience
  • Maintain service collateral and lifecycle processes
  • Develop playbooks and documentation to support delivery and business adoption of solutions
  • Scale the organization through automation

Accomplishments (in the first year):

  • Streamline governance and onboardingprocesses
  • Fully implement ITSM processes
  • Accelerate cloud adoption
  • Define, publish, and meet SLA metrics
  • Complete IT Security and ITC assessments and remediation


Bachelor’s Degree in Computer Science, Management of Information Systems, or related business discipline(s) – or equivalent work experience.


  • Minimum of 10 years experience leading IT service delivery and complex digitalinfrastructure projects in large multinational organizations
  • Experience with delivering service to multiple customers across different business lines
  • Ability to partner across organizations and manage matrixed teams
  • Problem solving and analytical abilities including the ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details and apply sound business knowledge
  • Strong organizational, interpersonal, analytical, communication and technical skills are essential. Ability to build and maintain customer relationships; strong team player, able to meet deadlines and adjust to changing priorities
  • Ability to multi-task and work independently, as well as work collaboratively with teams, some of which may be geographically distributed
  • Experience managing teams that span multiple regions, both on and off shore
  • Initiative and ability to quickly acquire knowledge
  • Ability to manage ambiguous or competing requirements
  • Detailed understanding of agile project management principles
  • Technical understanding Cloud and infrastructure services, including Microsoft Azure and Amazon Web Services, and on-premise networking, servers and storage
  • Ability to balance production enterprise IT maturity with cloud agility
  • Bring an Automation First attitude.