Cloud Managed Services
Service Delivery Manager
As a Service Delivery 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 opportunitiesWork with GCO team to schedule and deliver automated reporting required by pod teams for clients and CMS leadershipWork with SDMS's and PPMD's to manage client relationships and communicationsNotify CMS and project leadership of any potential escalations related to project deliveryContinually monitor SNOW Queues for assigned project tasksBe aware of the scope of the project onboarding support responsibilities for each assigned projectIdentify and facilitate all opportunities for automationReview tickets for completion according to standards required for SOC II ComplianceBe aware of the overall technical scope and architecture for projects assigned; update regularlyReview the completeness and quality of the project for work completed by team membersFacilitate issue resolution and build tasks for DevOps team members on projectsBe aware and report open incidents, project changes, near-approaching SLA breaches, and pastdue build datesWork with the tech lead for your projects to deliver any root-cause documents, reports, or other documentation required by the clientWork with the implementation project manager, operations lead, and tech lead to plan the delivery of the CMS project scopeProvide status reporting for CMS tasks into the overall implementation-project reporting mechanismWork with CMS tech lead, implementation project tech lead, and CMS architect to facilitate the design of the landscape during the build phaseWork with tech lead and Pod lead to develop a working relationship with client counterpartDevelop the Service Delivery plan for the engagement as a build-phase deliverableWork 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 milestonesBe engaged for any P1 ticket for your client, making communication decision for outages exceeding one hourDrive problem-management and continuous improvement within projectsWork with Pod leadership and CMS finance team to support financial reporting process through forecasting of resources, review of time entries, and management of infrastructure costsManage client relationship, communications, expectations, and escalations, including reporting (standard operations, requests, and RCAs); be the client's advocate within CMSDevelop and maintain the Service Delivery plan for the engagementAs per the defined P1 outage communication plan, keep the stakeholders and management apprised of status
Bachelor-level degree in engineering, information technology, data communications, telecommunications, computer science, or equivalent educational or professional experience and/or qualifications5+ years of relevant professional experience in a large, diverse server environmentDemonstrated experience leading large projects, interpreting project requirements and working directly with clients to develop customized solutionsStrong troubleshooting, problem-solving, and issue-management skillsPreferred 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 projectsExcellent 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
Limited immigration sponsorship may be available