Service Manager

Key Responsibilities:

• Lead a blended team of Cloud and DevOps engineers, supporting team growth and development.
• Oversee customer onboarding, working alongside the transition team to ensure smooth and successful integrations.
• Ensure SLA deliverables are met for both internal and client-facing services, managing priorities effectively within the team.
• Cultivate strong customer relationships through proactive engagement, understanding client needs, and providing tailored support.
• Act as duty manager and escalation point for any service issues or incidents.
• Governance and due diligence: Regularly review and ensure compliance with client service agreements and internal standards.
• Service request analysis: Coordinate and manage service request items in alignment with scoped client projects.
• Cost optimization: Review and manage cost optimization across client cloud infrastructure, particularly AWS environments.
• Conduct incident management reviews and support the major incident process for client relationships.
• Monitor and analyze customer trends to ensure service excellence.
• Lead Root Cause Analysis (RCA) reviews and support problem management activities.
• Proactive service improvements: Lead initiatives to enhance customer environments and drive continuous improvements.
• Present monthly customer reports to key stakeholders, ensuring transparency and alignment.
• Collaborate with FinOps teams to manage platform and client billing effectively.
• Manage customer contract renewals and contribute to cloud strategy optimization.
• Risk and opportunity management: Identify and address internal and client-related risks and opportunities.
• Facilitate knowledge transfer within the team and ensure the Knowledge Base is accurately maintained and updated.

Required Experience, Education, and Skills:

• ITSM/ITIL training or certifications are a plus.
• Proven experience in business analysis with an understanding of business priorities and customer requirements.
• Strong logical thinking abilities to solve complex customer challenges.
• Experience leading teams in a managed services or cloud environment (AWS experience is preferred).
• Demonstrated expertise in customer-centric engagement, relationship management, and stakeholder communication.
• Exceptional written and verbal communication skills, with an ability to maintain high standards of excellence.
• Motivational and organizational skills, with a proven ability to manage cross-team collaboration and align with best practices.
• Experience with DevOps and cloud teams is beneficial, but not essential.
• Familiarity with agile project management methodologies is a plus.