Cloud Service Delivery Manager

Tasks

• Monitoring the delivery, reliability, operational excellence, and continuous improvement of employee cloud services in public, hybrid, and hybrid cloud environments
• Statement on the company’s global operational transformation, ensuring availability, scalability, and service-level objectives (SLOs), delivering a positive employee experience, fostering a culture of platform management, meeting service compliance requirements, and business continuity planning
• Hybrid workplace technology implementation, financial market analysis, master management, and continuous service improvement metrics
• Service Delivery & Platform Operations:
  • Facilitating and actively managing the operational delivery of cloud infrastructure and platform services
  • Monitoring of services across all relevant deliverables (S&L, SLAs, reliability metrics, and customer experience data)
  • Ongoing, coordinated collaboration across all relevant units within the company
  • Company-wide collaboration within IT and with cross-functional stakeholders at all levels
  • Facilitating and assuming responsibility for the operational management of services, the service catalog, and operational reports
  • Development of new and operational service analytics roadmaps for innovation and to improve quality, availability, and reliability
  • A trusted partner for IT and cross-functional stakeholders at all levels
  • Management of the end-to-end process for the company's compliance certification, including vendor compliance, risk management, and audit support
  • Understanding of the core frameworks and corporate standards for internal IT audits, cloud compliance, and service interruptions
  • Develop and maintain an internal audit plan covering IT operations and service disruption domains
  • Support for corporate partnerships and IT functions: security, infrastructure, compliance, and other functional areas
• Financial Vendor Management:
  • Partnerships with providers and/or internal business partners, including financial market leaders in multiple regions
  • Management of relationships with providers of services and financial services firms
• Vendor Management:
  • Promoting a customer-centric approach to solving problems that may involve service interruptions in both legacy and modern applications
  • Ensuring that IT delivers and monitors appropriate governance enforcement and customer-focused solutions
  • Support for vendor-centered governance improvements at all levels
• Team Leadership:
  • Managing a team of dedicated, cross-functional IT practitioners and operational excellence professionals
  • Building a robust, agile, and self-service organization focused on innovation, automation, and infrastructure improvements
  • Support for vendor management, incident management, and continuous service improvements
  • Development and implementation of plans for cross-departmental, cross-functional service integration
  • Ensuring that all service delivery improvements align with business goals and objectives

Requirements

• Operational Excellence, Incident Management, and Customer Management Skills
• Proven analytical, problem-solving, and customer management skills
• Confidence in working with hybrid workplace technologies, financial market analysis, master management, and continuous service improvement metrics
• AWS Associate-Certified or Google Cloud Certified Engineer
• More than five years of experience