Title:  Service Delivery Leader - Cloud

Job Mission

The Service Delivery Leader - Cloud leads end-to-end delivery of cloud infrastructure hosting and related platform services across public, hybrid and multi-cloud environments for UD. The service portfolio includes application platforms, data and information platforms, integration services, business intelligence platforms, HPC, SAP HANA and other technical services used by the business.

The role is accountable for ensuring that cloud services are delivered at the agreed levels of cost, quality, performance, availability, security and business value. It combines operational service ownership with commercial control, supplier governance, stakeholder management and continuous improvement.

As a cloud evangelist, the role drives cloud adoption and consumption, FinOps discipline, service innovation, on-premises-to-cloud migration, disaster recovery execution, target operating model development and the adoption of emerging cloud technologies, including GenAI-enabled services.

Job Context

The Service Delivery Leader - Cloud manages services delivered by suppliers and partners and works closely with business stakeholders, delivery teams, architecture teams, commercial teams and internal service providers. The role spans run-time operations, service development projects, one-time activities and portfolio-level planning.

Operationally, the role governs the service life cycle from RFI/RFP and transition through steady-state delivery. This includes releases and deployments, change management, incident and problem escalation, service-level reviews, capacity planning, disaster recovery and supplier corrective actions.

Commercially, the role is responsible for planning, budgeting, invoice and volume validation, purchase-order and contract compliance, cost control, forecasting, capacity inputs, negotiations and follow-up of services consumed by UD.

The role also leads service development, architecture evolution and innovation across IaaS, PaaS and SaaS services, public and hybrid cloud platforms, and emerging technologies within the assigned portfolio.

Responsibilities and Powers

Service Delivery and Operational Governance

• Manage cloud infrastructure hosting and related platform services delivered across public, hybrid and multi-cloud environments.
• Monitor actual service levels, performance, growth, utilization, availability, quality and cost against targets and agreed customer expectations.
• Own SLAs with cloud service providers and deliver OLAs with internal departments that contribute to the service.
• Develop and maintain clear cloud service definitions so customers, delivery teams and service providers understand the scope, commitments and boundaries of each service.
• Govern releases, deployments, change management, incident escalation and problem escalation for cloud-hosted services.
• Drive supplier corrective actions and ensure timely closure of operational, service-quality and commercial gaps.
• Define cloud-centric measures and KPIs, report results and deviations, and track the effectiveness of services delivered to customers.
• Ensure disaster recovery planning and execution are embedded in service operations and drive ITIL-aligned continuous service improvement.

Cloud Transformation, Architecture and Innovation

• Drive adoption and consumption of cloud infrastructure services within UD in collaboration with suppliers, partners, delivery teams and business stakeholders.
• Lead service-development projects within the portfolio, including budgets, steering, one-time activities and run-time delivery.
• Lead end-to-end migration of on-premises workloads to cloud environments and support transition to steady-state operations.
• Define and implement cloud operating models, processes, structures, roles and responsibilities required for effective service delivery.
• Work closely with programme implementation teams, provide service-management input and coach teams towards Agile ways of working.
• Steer IaaS, PaaS and SaaS infrastructure and operations across multi-cloud and hybrid-cloud environments.
• Lead cloud infrastructure service innovation and new service development, including architecture evolution and GenAI or other emerging cloud technologies.
• Work with partners to understand market changes and ensure cloud products, services and strategies remain aligned with UD direction.

Commercial, Financial and Supplier Management

• Prepare product and service budgets, follow up actuals, control cloud costs and maintain FinOps discipline across the portfolio.
• Validate supplier invoices and invoiced volumes, block incorrect or unwarranted charges, and ensure compliance with UD budgets, purchase orders and budget cycles.
• Forecast future service volumes and costs and provide suppliers with inputs required for capacity management.
• Procure, order and manage the contracts required to provide cloud services, including financial, contractual and commercial service management.
• Participate in negotiations with suppliers for new or modified services and related terms and conditions.
• Propose changes or additions to resource units for the assigned area in collaboration with delivery stakeholders.
• Validate that one-time requests above the relevant level or complexity comply with contractual requirements.
• Drive supplier personnel in joint activities and manage delegated cost-centre or product responsibilities.

Leadership and Stakeholder Management

• Prioritize and distribute work within the team and coordinate activities across internal teams, suppliers and partners.
• Manage global or distributed teams and complex deliveries that combine internal resources with external IT services.
• Work with stakeholders across the company to ensure cloud services are developed and operated in line with strategy and business needs.
• Communicate relevant information systematically, report agreed KPIs and provide clear visibility of plans, results, risks and deviations.
• Build an open, collaborative and accountable culture that embraces new technologies, service innovation and new ways of working.
• Listen, cooperate, support decision-making, influence stakeholders and execute agreed plans with a strong ownership mindset.

Additional Responsibilities at Professional Development

• Cooperate with IT stakeholders to secure efficient one-time deliveries for globally assigned solutions and services.
• Define requirements for an IT support organization capable of fulfilling SLAs and work with the DM or Onsite Manager to secure delivery capacity.
• Provide IT estimates for one-time activities and deliver agreed enhancement activities.
• Support preparation and follow-up of the IT budget for assigned solutions and services.
• Establish guidelines and work instructions where applicable.
• Increase delivery quality and efficiency through continuous improvement and expand horizontal knowledge within the area of responsibility.
• Lead global or distributed teams and complex deliveries involving internal teams, external IT resources and supplier services.
• Manage critical deliveries based on complexity, budget, technical interfaces, delivery structure, stakeholder coverage and the number of parallel one-time activities.
• Demonstrate broad horizontal knowledge across the area of responsibility and drive service innovation in a global, multicultural context.

Financial Responsibilities

• Own product and service budgeting, forecasting, actuals follow-up and cloud cost control within the assigned or delegated scope.
• Validate supplier volumes and invoices, ensure purchase-order and contract compliance, and secure corrections when required.
• Provide volume and cost forecasts, capacity-management inputs and commercial recommendations for new or modified services.
• Manage delegated cost-centre or product responsibilities and support supplier negotiations.

Personnel

• Manage global or distributed teams across multi-cloud and hybrid-cloud environments.
• Coach team members and provide feedback, recognition and delivery direction.
• Identify competence and capacity needs and secure skills for delivery commitments.
• Plan team development and support line managers with assessments.
• Onboard team members and promote Agile delivery, innovation and continuous improvement.

Role-Specific Experience and Qualifications

To be successful in this position, the candidate should demonstrate the following education, experience, technical knowledge and leadership capabilities.

Required Education and Experience

• BTech, MTech or MCA qualification from a recognized institution.
• A minimum of 15 years of experience managing large cloud-hosting portfolios.
• Strong programme-management and portfolio-management experience.
• Demonstrated delivery of large cloud migration and hosting initiatives.
• Extensive experience across the complete project life cycle, from RFI/RFP through transition and steady-state cloud operations.
• Experience managing teams in multi-cloud or hybrid-cloud environments and working in a global organization.
• Proven supplier-relationship management and negotiation experience.
• Proven experience with ITIL-aligned service run-time activities and continuous service improvement.
• Strong documentation skills covering target operating models, service designs, service descriptions, processes and procedures.

Technical and Service-Management Knowledge

• Proven knowledge of public cloud, hybrid cloud and multi-cloud service delivery and of IaaS, PaaS and SaaS infrastructure and operations.
• Broad understanding of cloud technologies, compute and server services, cloud components and service offerings.
• Demonstrated experience implementing end-to-end on-premises-to-cloud migrations and disaster recovery execution.
• FinOps experience and strong cost-control acumen for cloud hosting, including budgeting, forecasting, volume management and invoice validation.
• Understanding of services supporting data and information platforms, integration services, business intelligence, HPC and SAP HANA.

Preferred / Added Advantages

• Cloud architecture knowledge covering virtual machines, storage and backup services.
• Experience with GenAI and associated cloud technologies.

Leadership and Behavioural Competencies

• Strong communication and presentation skills, including the ability to explain cloud service and hosting propositions to management and stakeholders.
• Ability to listen, cooperate and support effective decision-making.
• Ability to influence and manage stakeholders within scope.
• Ability to drive supplier personnel in joint activities and maintain clear accountability.
• A practical, execution-focused approach with the ability to deliver as planned.
• Strong ownership, innovation, analytical thinking, relationship management and quality focus.

About UD Trucks

Part of the Isuzu group, UD Trucks is a global leading international commercial vehicle solutions provider headquartered in Japan. At UD Trucks, we are defining the next generation of smart logistics solutions through advanced innovations in automation, electro mobility and connectivity. UD Trucks develops, manufactures, and sells a wide range of heavy, medium, and light-duty trucks, operating in more than 60 countries across all continents. Our trucks and people go the extra mile for our customers and business partners, day in and day out. 

We are an 8,000+ strong team of colleagues with 40 nationalities who bring diversity and passion in delivering our products and services. We trust each other, work collaboratively, and embrace change. At UD Trucks, our purpose is Better Life – to make life better for people and the planet. We have developed a culture that promotes: 

Diverse and friendly culture – Strong culture of diversity and inclusion, organizing annual events, daily activities and open communication platforms including various internal voluntary networks. 

Empowered growth – Global exposure and growth opportunities across functions and countries through internal mobility system and self-driven career opportunities, building a learning organization by enabling self-managed learning supported by the UD Academy. 

Flexibility with trust – We continue to fully support both remote working (where and when applicable) and flexible working hours, we actively encourage our colleagues to maintain a good work/life balance. You will have the autonomy and flexibility to split your working time between both our wonderful, modern, and equipped HQ and remotely.

Be part of our journey to create Better Life for society, for our customers and for yourself. UD Trucks is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all our colleagues.