Service Manager For Cloud Services – Vacancy at Procept Associates Professional Services

Service Management

• Monitoring Cloud Managed Services (CMS) and Managed Security Services (MSS) support functions to ensure optimal service.
• Understand compliance, governance, and SLA requirements.
• Manage client SLAs for CMS and MSS
• Maintaining high-performance levels for service-related processes and assisting with implementing improvement activities wherever necessary.
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery in conjunction with the offshore delivery team.
• Developing a deep understanding of all delivery aspects to gain insights into the scope of service delivery.
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization where necessary

Performance and Quality Management

• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades.
• Providing accurate and regular reports to the management on the performance of the service delivery as per the agreed reporting methodology in the contract
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring.
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between different delivery teams and our telecommunication client’s stakeholders.

 Service Delivery Manager Skills

• Proficiency in leading both physical and virtual teams
• Experience in dealing with third-party-provided services.
• Operational ability in a diverse, large-scale environment
• Exceptional customer-facing skills
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
• Mastery of ITIL (Information Technology Infrastructure Library) principles
• Expertise in people management and leadership
• Strong organizational skills
• Capacity to train and guide junior team members.
• Ability to manage and prioritize tasks efficiently.
• Solid resource planning and problem-solving skills
• Readiness to demonstrate a proactive attitude.
• Excellent verbal and written communication skills

 Technical Skills

• Azure Solution Architect
• Azure Security Specialization and experience

• 5+ years’ experience working with infrastructure transformation and/or cloud transformation.
• Broad infrastructure technology knowledge.
• Proven experience working with transformation or migration projects with at least one of the three major cloud providers (Microsoft, Amazon, Google).
• Hands-on experience building solutions with at least one of the three major cloud providers.
• Certified Architect or equivalent with at least one of the major cloud providers.

Location: Remote.

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