Information Technology Client Services Manager

1 month ago

Gurugram, India Publicis Re:Sources Full time

Cloud Managed Services (CMS) Technical Account Manager Job Description

Job Description

At Publicis Groupe, cloud computing continues to allow us to modernize and consolidate IT infrastructure, automate workloads, pursue next-generation innovation, and migrate workloads to the cloud. To continue this transformation, we’re seeking an experienced Service Delivery Manager. A Cloud Managed Services (CMS) Delivery Manager is a leader. They are someone with commitment, determination, and passion for what they do. They must have the ability to mentor their team through the guiding principles of ReSources IT; Accountability, Excellence, Integrity, Openness, Respect and Trust. This role is a global role which requires you to meet during different time zones, navigate conflicting schedules, and occasionally be flexible on work hours. This role requires a results driven individual, one who will meet business critical timelines, be able to deliver agreed upon solutions, and lead the client and technical team through the entire engagement lifecycle. As a Service Delivery Manager, you will be running discovery calls with clients, managing contract execution, project implementation, project task tracking and follow-up, the transitioning of a project to the support phase, and finally managing the execution and renewal of contracts. This person will meet with customers, management, and occasionally C-Level clients to successfully manage the delivery of cloud solutions. The ideal candidate will have experience with project and resource management, conducting routine client facing project status calls, and larger quarterly status calls.

Responsibilities of this Role

  • Oversight and management of client engagement for the big three Cloud providers, Amazon Web Services, Google Cloud Platform, and Microsoft Azure.
  • A high level of communication skills both written and verbal
  • Execute Intra Company Agreements (ICA) contracts.
  • Manage agency expectations for project delivery.
  • Prepare, deliver, and discuss a quarterly service review with clients.
  • Work closely with the Azure / AWS / GCP architects, team leads, implementation, and support staff to ensure appropriate problem resolution.
  • Work closely with the Finance team to obtain and track financial approvals for cloud spend.

Skills and Qualifications

  • Bachelor's degree in Computer Science, Information Systems, or a closely related field
  • A solid understanding of Cloud Technologies, Azure / AWS / GCP Certifications preferred
  • Project Management Experience, PMI certification a plus.
  • Minimum 10 years of IT-related experience
  • Minimum 5 years IT management experience
  • Experience managing IT-specific projects.
  • Working experience with ITIL best practices
  • Experience managing an IT operations/support team preferred
  • Experience managing an IT budget preferred
  • IT Technical Certification (i.e., MCSE, CNE, CCNP, CCSE) preferred
  • Experience writing technical documentation
  • Working experience in negotiating and maintaining SLA/SLM structure
  • Working experience analyzing and reviewing SLAs

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