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Service Delivery Head
3 months ago
Job Summary:
The Managed Services Delivery Head is responsible for managing and optimizing the service relationship with clients, ensuring that their Azure environments are running efficiently and effectively. The SAM will act as the primary point of contact for customers, overseeing the delivery of managed services, driving customer satisfaction, and identifying opportunities for improvement and growth within the Azure platform.
Key Responsibilities:
Client Relationship Management:
Act as the primary contact for clients, managing the day-to-day service relationship.
Conduct regular status meetings and service reviews with clients.
Address client inquiries and concerns promptly, ensuring high levels of customer satisfaction.
Service Delivery:
Oversee the delivery of Azure managed services, ensuring compliance with SLAs (Service Level Agreements) and performance standards.
Collaborate with technical teams to resolve issues and optimize Azure environments.
Coordinate and manage changes, upgrades, and migrations within Azure environments.
Account Management:
Develop and maintain comprehensive knowledge of the client's business and IT strategy to align Azure services accordingly.
Monitor and report on the performance of Azure services, providing insights and recommendations for improvement.
Identify opportunities for upselling and cross-selling additional services to clients.
Project Management:
Lead and coordinate projects related to Azure service enhancements and deployments.
Ensure projects are delivered on time, within scope, and within budget.
Documentation and Reporting:
Maintain accurate and up-to-date documentation of client environments and service delivery processes.
Prepare regular reports on service performance, incidents, and service improvements.
Continuous Improvement:
Stay updated with the latest Azure developments and best practices.
Proactively suggest improvements to processes, tools, and services to enhance client satisfaction and service efficiency.
Qualifications:
Education:
Bachelor's degree in Computer Science, Information Technology, or a related field. Equivalent experience may be considered.
Experience:
Minimum of 10 years of experience in IT service management or account management roles, preferably within Azure managed services.
Proven experience in managing client relationships and delivering IT services.
Certifications:
Azure certifications (e.g., Microsoft Certified: Azure Administrator Associate, Azure Solutions Architect Expert) are highly desirable.
ITIL certification is a plus.
Skills:
Technical Skills:
Strong understanding of Azure infrastructure, services, and best practices.
Familiarity with cloud computing concepts and technologies.
Proficiency in using Azure management tools and monitoring solutions.
Soft Skills:
Excellent communication and interpersonal skills.
Strong problem-solving and analytical abilities.
Ability to manage multiple clients and projects simultaneously.
Customer-focused mindset with a commitment to delivering high-quality service.
