Designation Cloud Service Delivery Manager
Job location Bangalore
Experience 14 20 Years
Analyze client requirements and optimize cloud services architecture for performance and cost
Deliver an optimized infrastructure services design leveraging Public, Private, and Hybrid Cloud architectures and services
Support all aspects of service assurance. Maintain an overview of service activity across cloud operations and work to gain wider knowledge of service issues.
Establish and maintain, strong and productive relationships with key stakeholders, to ensure that the varied and changing service requirements of the business are understood and are incorporated into a framework of continuous improvement.
Work with the customer and end users to define technical and functional requirements.
Review the cloud operations architecture, ensuring that it supports the business requirements and performance goals as defined by the client's long term direction.
Review Operations deliverables throughout development to ensure quality and requirement traceability.
Validate the design with the stakeholders to ensure that the design satisfies the requirements.
Validate the design with the stakeholders to ensure that the design complies with regulatory and internal security policies.
Inform the Operations project manager of any issues that may affect any other project areas.
Establish and maintain strong and productive relationships to ensure that service performance is effectively managed and monitored and issues promptly dealt with, that problems escalated by the company are resolved efficiently and effectively.
Ensure effective performance monitoring of service areas and that interdependencies and related performance issues are investigated and acted upon and that best practice is recognized and shared.
Propose and deliver service improvements where required. Ensure that contractual and delivery documentation is maintained with accuracy and that details are kept up to date.
Provide input to the service related contract change control process.
Ensure that appropriate and effective communications are in place for all stakeholders including ensuring escalation routes are clear and well managed. Identifying needs, risks and issues and propose appropriate solutions and courses of action.
Provide advice and support for the design, planning, development and introduction of new services, ensuring these are consistent with the principles and contractual agreements and that the suppliers are fully engaged and involved early to ensure they can provide appropriate and good value service offerings across the company.
Integrated insight for managing IT operations and providing service assurances
Conduct service review meetings that will include performance reports, service improvements, quality and processes.
Manage customer requests and escalations, and pro actively identifying threats to agreed service levels
Handle any major incidents and act as Problem and or Incident Manager where required.
Investigate and help solve customer problems, which may be complex or long standing
Liaise with internal teams and suppliers to provide an effective and efficient response to customer issues and queries
Analyze statistics or other data to determine the level of customer service being provided to each service management client
Knowledge Skills Experience
Cloud platform (AWS, Azure, GCP, Private Cloud) architect and sysops skills
Experience in traditional IT datacenter operations and tools
Experience in the management of the delivery of technology services.
Significant experience of managing service through outsourced technical contracts.
Extensive understanding and in depth knowledge of varying service requirements business units requirements
Ability to define the complete cloud operations environment and to implement it incrementally via step wise transformation
Ability to review project deliverable for completeness, quality, and compliance with established project standards
Ability to identify, clarify, and resolve issues and risks, escalating them as needed
Can interpret service assurance concerns and identify issues in a form that relates to business and commercial considerations and can be dealt with by senior management.
Strong incident and problem management experience in a customer facing role with at 5 years
Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law