Technical Service Delivery Specialist Cloud

Alnafitha IT is a leading independent provider of IT services and solutions in Saudi Arabia, founded in 1993. The Technical Service Delivery Specialist – Cloud is an experienced individual contributor responsible for executing and handling cloud service delivery across client environments, working primarily within Microsoft Azure, AWS, and hybrid platforms.

• Service Delivery Execution
  • Execute and monitor daily cloud service delivery activities across assigned client environments, covering Azure, AWS, and hybrid platforms within defined operational scope.
  • Ensure consistent delivery of cloud services across compute, storage, networking, identity, and platform layers in line with contracted SLA requirements.
  • Track cloud resource health, availability zone status, and service quotas; identify and report deviations from agreed uptime and performance targets.
  • Coordinate with cloud engineering and support teams for escalations related to resource degradation, misconfiguration, or service disruption, following escalation procedures.
  • Maintain accurate service records, operational logs, and delivery documentation in compliance with client and organizational standards.
  • Perform periodic reviews of cloud configuration baselines, access policies, and resource tagging to confirm alignment with established governance standards.
• Operations Management
  • Monitor cloud dashboards, alerting tools, and health indicators across managed environments; respond to alerts within defined response windows.
  • Support cloud cost governance by conducting utilization reviews, preparing right-sizing recommendations, tracking reserved instance coverage, and responding to budget alerts.
  • Coordinate and execute routine operational tasks including patch management, backup validation, snapshot schedules, and certificate renewals for cloud-hosted workloads.
  • Identify and elevate performance degradation, cost anomalies, or capacity concerns to the Service Delivery Lead with relevant supporting data.
  • Support cloud security posture activities by reviewing compliance scores in Defender for Cloud and AWS Security Hub and actioning assigned remediation items within scope.
• Client Coordination
  • Act as a technical point of contact for assigned clients on day-to-day cloud service matters, ensuring timely and professional communication.
  • Participate in service review meetings, presenting cloud performance metrics, incident summaries, cost data, and operational updates in a clear and structured manner.
  • Conduct technical discussions and assessments with clients to understand their cloud environment requirements and ensure delivery activities remain aligned to business needs.
  • Evaluate and process minor cloud change requests—such as scaling adjustments, firewall rule updates, and IAM policy changes—within defined approval thresholds.
  • Support client onboarding activities including environment readiness checks, access provisioning, monitoring configuration, and platform baseline validation.
  • Gather client feedback and communicate service adjustments that improve cloud reliability and the overall operational experience.
• Process Compliance & Quality
  • Follow ITIL-based operational processes for incident, request, and change management across all cloud delivery activities.
  • Ensure compliance with cloud security frameworks, data residency requirements, and client-specific governance policies in day-to-day operations.
  • Maintain and update cloud runbooks, SOPs, and operational checklists for recurring tasks, keeping documentation current and accurate.
  • Identify inefficiencies in delivery workflows and raise improvement suggestions—including potential automation or tooling opportunities—through appropriate channels.
• Performance Tracking & Reporting
  • Maintain delivery and performance reports for cloud environments, covering availability metrics, incident counts, and SLA adherence.
  • Track trends in cloud resource utilization, ticket volumes, and security posture data to surface areas for operational improvement.
  • Prepare cloud service KPI summaries and contribute content to monthly and quarterly service review reports.
  • Contribute to root cause analysis (RCA) for cloud incidents and…