Cloud Managed Services - Service Delivery Manager

Cloud Managed Services

Job Description: Service Delivery Manager

Service Delivery Manager

As a Service Deliver Manager, you will be the face to the client for the project-managing client communications, expectations, and escalations. You will be responsible for the SNOW Queue, records management, and project resolution

Responsibilities

• Work with DevOps resources and tech leads to improve their skills and identify growth and
• leadership opportunities
• Work with GCO team to schedule and deliver automated reporting required by pod teams for clients and CMS leadership
• Work with SDMS's and PPMD's to manage client relationships and communications
• Notify CMS and project leadership of any potential escalations related to project delivery
• Continually monitor SNOW Queues for assigned project tasks
• Be aware of the scope of the project onboarding support responsibilities for each assigned
• project
• Identify and facilitate all opportunities for automation
• Review tickets for completion according to standards required for SOC II Compliance
• Be aware of the overall technical scope and architecture for projects assigned; update regularly
• Review the completeness and quality of the project for work completed by team members
• Facilitate issue resolution and build tasks for DevOps team members on projects
• Be aware and report open incidents, project changes, near-approaching SLA breaches, and past due
• build dates
• Work with the tech lead for your projects to deliver any root-cause documents, reports, or other
• documentation required by the client
• Work with the implementation project manager, operations lead, and tech lead to plan the
• delivery of the CMS project scope
• Provide status reporting for CMS tasks into the overall implementation-project reporting
• mechanism
• Work with CMS tech lead, implementation project tech lead, and CMS architect to facilitate the
• design of the landscape during the build phase
• Work with tech lead and Pod lead to develop a working relationship with client counterpart
• Develop the Service Delivery plan for the engagement as a build-phase deliverable
• Work with client counterpart and CMS tech resources to facilitate key activities, such as building
• milestones, patching, upgrades, DR test, and other key project tasks and milestones
• Be engaged for any P1 ticket for your client, making communication decision for outages
• exceeding one hour
• Drive problem-management and continuous improvement within projects
• Work with Pod leadership and CMS finance team to support financial reporting process through
• forecasting of resources, review of time entries, and management of infrastructure costs
• Manage client relationship, communications, expectations, and escalations, including reporting
• (standard operations, requests, and RCAs); be the client's advocate within CMS
• Develop and maintain the Service Delivery plan for the engagement
• As per the defined P1 outage communication plan, keep the stakeholders and management
• apprised of status

• Job Description: Service Delivery Manager
• Bachelor-level degree in engineering, information technology, data communications, telecommunications, computer science, or equivalent educational or professional experience and/or qualifications
• 5+ years of relevant professional experience in a large, diverse server environment
• Demonstrated experience leading large projects, interpreting project requirements and working directly with clients to develop customized solutions
• Strong troubleshooting, problem-solving, and issue-management skills
• Preferred ability and discipline to work and succeed in a fast-paced and organizationally
• complex environment, to effectively adapt to rapidly changing technology, and to lead and manage projects
• Excellent oral and written communications ability; must be able to communicate effectively with all levels of the organization.

• Certification in system administration, system architecture, virtualization, or cloud technologies preferred