Delivery Manager

Job Description

About us:

Intuitive.Cloud is one of the fastest-growing (INC 5000, CRN) Cloud & SDx solution and services companies supporting enterprise customers on a global scale. Intuitive is an Engineering Company delivering measurable value and key business outcomes.

Intuitive Superpowers:

• DataOps & AI/ML
• Cloud Native, AppSecOps, DevSecOps
• Cloud Migration & Transformation
• Cloud FinOps
• Cybersecurity (App/Data/Infra) & GRC
• SDx & Digital Workspace

That's not all! Even CIO Review awarded us as the Most Promising Cloud Migration Company and Artificial Intelligence Solutions Provider in 2022.

About the job:

Title Delivery Manager

Work Time: Initially work as per US Eastern Time Zone

Job Description:

We are looking for a passionate Service Delivery personnel to be part of Cloud Managed Services team. Below are the core responsibilities for the role:

Responsibilities

• Triage and track tickets to ensure that they adhere to SLAs.
• Lead and own the RCA, and resolution of incidents
• Implement end-to-end automation of monitoring and alerting
• First point of contact for Managed Services from operations point for both internal stakeholders and customers
• Own service reviews with customers & internal stakeholders
• Responsible for ensuring of transitioning of accounts to and out of Managed Services along with ownership of Knowledge transfer and transition activities
• Should be able to co-ordinate with all stakeholders for RCA report for major incidents
• Ensure scheduled activities are tracked and executed as per the schedule
• Should be able to help to perform ad-hoc related activities as and when required
• Perform quality checks and provide input process governance
• Own customer specific design documents and runbooks to define / re-define / enhance as needed
• Provides feedback to team members on customer satisfaction
• Ensures staffing demand from customer is communicated and met including support for on-call needs.

• Ensure on timely reports (Weekly, Monthly) to internal and external stakeholders
• On-boarding of new customer with checklist within process and tools (Ticketing, Monitoring and any other associated)
• Closure of Projects with checklist to ensure all closure documentation and internal case studies, win notes are shared with internal and external stake holders
• Ensure time and efforts is done properly by tech team and report any observations to relevant stakeholders
• Own changes in customer environment and be the first approver internally
• Ensure the tasks are updated in tool and accurate in providing the status of health of customer engagement
• Delivery Dashboards and its metrics are maintained and ensure process adherence as per objectives

Requirements

• 10+ years overall experience in IT Infrastructure Operations and/or cloud managed services within MSP practice
• Must have worked in customer facing role
• Excellent communication, collaboration and strong reporting skills
• Good working knowledge & understanding of service management process and tools
• Experience in IBM Cloud, Azure or GCP along with AWS is required

• Minimum Bachelor's degree (3 year) in Computer Studies or Business Admin. Or equivalent
• Self-Motivator, able to work alone and take ownership of responsibilities
• Be able to prioritize and follow up issues with method and efficiency
• Good level of autonomy and has context menu