{"id":4008964,"url":"https://alion.io/job/pcs-security-service-delivery-manager-cloud-operations","title":"Service Delivery Manager, Cloud Operations","company":{"id":1921913,"name":"PCS 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Bachelor Degree in Computer Science, Computer Engineering or related discipline\n>8 years work experience in IT service delivery with min 3 years in cloud operations\n Able to demonstrate strong leadership, excellent communication, and strong analytical skills to attend to detail.\n Experience in managing enterprise clients and cross-functional teams.\nJob Description:\nLeadership & Strategy\n Act as the Service Director's delegate when required, overseeing team priorities and\nstrategic initiatives.\n Drive cloud and service adoption strategies, aligning with business goals and customer needs.\n Lead post-delivery operations including contract renewals, asset tracking, and\nmaintenance reporting.\nCloud Service Delivery & Operations\nResponsible for the delivery and operations of Broadcom VMware Private Cloud services, ensuring SLA compliance and system reliability.\n Manage escalations and Severity 1 incidents, coordinating with internal teams and communicating with customers and stakeholders.\n Monitor cloud infrastructure performance and proactively identify areas for optimization and automation.\nCustomer & Stakeholder Engagement\n Serve as the primary escalation point for service issues and customer complaints.\n Ensure transparent communication with customers throughout the escalation and resolution process.\n Present monthly SLA summaries and service performance reports to clients.\nProcess Excellence & ITIL Adoption\n Champion ITIL processes (Incident, Problem, Change) and guide the operations team in adoption and compliance.\n Identify and implement process improvements and tool enhancements to support service delivery.\n Facilitate Service Improvement Plans and ensure continuous service enhancement.\nReporting & Governance\n Prepare and present performance reports, improvement plans, and compliance metrics.\n Oversee vendor management and ensure adherence to contractual obligations.\n Collaborate with Infrastructure, Engineering, and Application teams to align service delivery with business needs.\nAvailability & Support\n Provide on-call support for critical systems and networks.\n Maintain disaster recovery readiness and ensure security and compliance across cloud environments (as required)\nTechnical Skill Sets:\nCloud platforms AWS, Azure, GCP, Broadcom VMware Private Cloud\nCertification ITIL Foundation\nGood understanding of Cloud Governance and DevOps practices\nSkills\nCommunication, Liaising with cross functional teams, Overseeing a Team, Maintenance Management, Cloud Strategy, Computer Engineering, Analytical Skills, Asset Tracking, scientific discipline, Renewals, strategic plan development, Service Leadership, Computer Science, post delivery support, Service Delivery Management, Customer Requirements 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