We are in search of an experienced Cloud Service Delivery Manager to oversee the end-to-end delivery of our cloud services to clients. The Cloud Service Delivery Manager will play a critical role in ensuring our cloud operations meet or exceed client expectations, are delivered within agreed-upon timelines, and adhere to best practices for operational excellence. This role requires strong leadership skills, a customer-centric approach, and expertise in cloud technologies.
Client Relationship Management:
- Establish and maintain strong relationships with clients, acting as the primary point of contact for cloud service-related inquiries, issues, and escalations.
- Understand client needs, expectations, and business objectives to ensure cloud service delivery aligns with client goals.
- Regularly communicate with clients to provide updates on cloud service delivery and gather feedback for continuous improvement.
- Implement data-driven approaches to analyze customer feedback and operational data to improve service quality.
- Continuously measure and improve customer satisfaction metrics, ensuring our services align with client expectations.
Cloud Service Delivery Oversight:
- Develop and implement cloud service delivery processes, standards, and best practices to ensure consistent and high-quality service delivery.
- Monitor cloud service performance against established key performance indicators (KPIs) and take proactive measures to address any deviations.
- Collaborate with and triage to cross-functional teams to resolve cloud service-related issues and optimize operational processes.
- Implement Service Level Indicators (SLIs) and Service Level Objectives (SLOs) to measure and maintain service reliability.
- Continuously monitor and report on SLI and SLO-based metrics to track service performance and drive improvements.
Operational Excellence and Cloud Optimization:
- Drive a culture of operational excellence within the cloud operations team, emphasizing efficiency, automation, and cost optimization.
- Identify opportunities for cost savings and performance improvements within cloud infrastructure and services.
- Implement best practices for security, compliance, and disaster recovery in cloud operations.
- Enhance system observability to proactively identify and mitigate issues before they impact clients.
- Promote system reliability through proactive monitoring, incident response, and disaster recovery planning.
- Proven experience in cloud service delivery management or a similar role, with a deep understanding of cloud technologies (e.g., AWS, Azure, GCP).
- Strong leadership and team management skills.
- Strong ability to mentor / develop resources.
- Excellent communication and interpersonal abilities.
- Client-focused mindset with a commitment to exceeding client expectations.
- Proficiency in cloud cost management and optimization.
- Certification in cloud technologies (e.g., AWS Certified Solutions Architect, Azure Administrator) is a plus.
Mobiquity is a digital consultancy that partners with the world’s leading brands to design and deliver compelling digital products and services for their customers. Our approach balances human needs with usefully applied technology, unbound creativity with research and analytics, and agile development with strict engineering and security standards. Mobiquity’s end-to-end services consider every dimension of a digital business from marketing to IT, providing strategy, experience design, product engineering, cloud services, and analytics. Mobiquity is an AWS Partner Network (APN) Premier Consulting Partner and has worked with AWS since 2011 to deliver 100% cloud-based innovation to its clients.