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The Service Manager (SM) role will report to the overall Service Delivery Lead (SDM) for Cloud Managed Services (CMS) and Managed Security Services (MSS).
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
Qualifications
- 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.
For More Information: SERVICE MANAGER FOR CLOUD SERVICES
