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Cloud Managed Services - Service Delivery Manager (76336)

Customer Service

Assistant Manager



Gilbert, Arizona, United States

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


  • 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


Cloud Managed Services

  • 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.

Skills desired

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