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Service Delivery Manager

2 months ago

Salem, United States Intuitive.Cloud Full time

About us:

Intuitive.Cloud is one of the fastest-growing (INC 5000, CRN) Cloud & SDx solution and services companies supporting enterprise customers on a global scale. Intuitive is an "Engineering Company" delivering measurable value and key business outcomes.

Intuitive Superpowers:

- DataOps & AI/ML

- Cloud Native, AppSecOps, DevSecOps

- Cloud Migration & Transformation

- Cloud FinOps

- Cybersecurity (App/Data/Infra) & GRC

- SDx & Digital Workspace


We are proud to partner with some of the world's leading enterprises and serve 200+ customers across different industry verticals. We have achieved many milestones along the way, including being recognized as a top-10 fast-growth 150 IT company in the Americas by CRN in 2022 and being named one of America's fastest-growing private companies by INC 5000 in 2022. That’s not all Even CIO Review awarded us as the Most Promising Cloud Migration Company and Artificial Intelligence Solutions Provider in 2022.


About the job:

Title – Service Delivery Manager

Start date: Immediate

Position Type: FTE/ Permanent

Work Time Zone: Eastern Time Zone (6 PM to 3 AM IST)

Location: Remote across India


Responsibilities


Delivery Operations

o Be on top of tickets and ensure they are worked as per the SLA along with right status, follow up with relevant stakeholders

o Follow up with the relevant groups on tickets pending resolution

o First point of contact for Managed Services from operations point for both internal stakeholders and customers

o Own service reviews with customers & internal stakeholders

o Responsible for ensuring of transitioning of accounts to and out of Managed Services along with ownership of Knowledge transfer and transition activities

o Should be able to co-ordinate with all stakeholders for RCA report for major incidents

o Ensure scheduled activities are tracked and executed as per the schedule

o Should be able to help to perform ad-hoc related activities as and when required

o Perform quality checks and provide input process governance

o Own customer specific design documents and runbooks to define / re-define / enhance as needed

o Provides feedback to team members on customer satisfaction

o Ensures staffing demand from customer is communicated and met including support for on-call needs.


Customer Success

o Ensure on timely reports (Weekly, Monthly) to internal and external stakeholders

o On-boarding of new customer with checklist within process and tools (Ticketing, Monitoring and any other associated)

o Closure of Projects with checklist to ensure all closure documentation and internal case studies, win notes are shared with internal and external stake holders

o Ensure time and efforts is done properly by tech team and report any observations to relevant stakeholders

o Own changes in customer environment and be the first approver internally

o Ensure the tasks are updated in tool and accurate in providing the status of health of customer engagement

o Delivery Dashboards and its metrics are maintained and ensure process adherence as per objectives

Requirements


Must have

o 10+ years’ overall experience in IT Infrastructure or cloud managed services within MSP practice

o Must have worked in customer facing role

o Excellent communication, collaboration and strong reporting skills

o Good working knowledge & understanding of service management process and tools

o Experience in one of Azure or GCP along with AWS is required


General

o Minimum Bachelor’s degree (3 year) in Computer Studies or Business Admin. Or equivalent

o Self-Motivator, able to work alone and take ownership of responsibilities

o Be able to prioritize and follow up issues with method and efficiency

o Good level of autonomy

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