Cloud Delivery Manager
Paris, FranceJob ID R73914 Date posted Oct. 24, 2018
Virtustream – Cloud Delivery Manager Services (COE).
This position is a critical part of the Virtustream Cloud Operations team. The Delivery Manager’s role is the most significant permanent customer facing role and is responsible for multiple requirements including operational delivery of the customer's services, the client relationship, and customer satisfaction, account expansion through opportunity identification and growth management.
Following transaction of a VEC account the Cloud Delivery Manager is responsible for ensuring that BAU services are delivered to the contracted SLA’s against the environment defined in the contracted SOW. Ensure that the services are delivered to the Virtustream (ITIL based) processes, produce monthly charges detail for invoicing and that growth, change and new services are added to the customer commitment via a CCN. The Cloud Delivery Manager also has the fundamental objective of assisting the extending and/or renewing the multiyear year engagements through close customer focus and service excellence.
Successful candidates for the Cloud Delivery Manager role will have a variety of skills, including appropriate technical knowledge, service management experience, communications skills, ITIL process knowledge, financial/cost management awareness, experience of managing in a performance based environment, a strong background working with, managing and motivating teams in a matrix environment. Fundamentally, the Delivery Manager should have the following four competencies:
1. Technical competency in the Compute, storage, BRS, Cloud Services and IaaS;
2. Process skill and analytics;
3. Communications and management skills.
4. Customer management skills and focus.
Principle Responsibilities & Duties
Primary interface for all client contact related to the services to be delivered aligned to the SOW.
Responsible for customer satisfaction.
Responsible for ensuring that Virtustream delivers to the SLA’s and KPI’s in place with the client.
Responsible for internal and external service management using appropriate metrics.
Responsible for ensuring that services delivered by Global Delivery Network meets delivery requirements against standard agreed metrics.
These include but are not limited to:
- Service delivery performance
- Incident Management
- Problem Management
- Change Management
Production of detail to support invoicing, charging and any volume changes.
Responsible for appropriate entries into Propel.
Primary cost accountability for the performance of the service contract.
Managing the storage administration team that handles the day to day operational assignments of the storage infrastructure for which Virtustream is responsible.
Responsible for team development, mentoring and succession planning.
Enforcing compliance with established policies, practices, and processes defined by Virtustream for managing storage.
Work day to day with customers to ensure high level of satisfaction with delivered service.
Analyzing and reporting actual metrics to contracted SLA performance levels.
Reporting on current operations to all relevant stakeholders and using data to drive process improvements.
Ability to travel 10-25% as needed
Proficiency in hardware, software and/or operating systems environments.
Possesses strong product/technology/industry knowledge.
Understanding of business environment.
Ability to work with Finance on development and delivery of full P&L
Ability to lead, motivate and direct a workgroup.
Ability to prioritize projects and deliverables.
Customer management skills
Ability to run a long term operations engagement.
Bachelors (Tech) or equivalent