
Job Information
Deloitte Cloud Managed Services - Service Delivery Manager in Gilbert, Arizona
Cloud Managed Services
Job Description: Service Delivery Manager
Service Delivery Manager
As a Service Deliver Manager, you will be the face to the client for the project-managing client communications, expectations, and escalations. You will be responsible for the SNOW Queue, records management, and project resolution
Responsibilities
Work with DevOps resources and tech leads to improve their skills and identify growth and
leadership opportunities
Work with GCO team to schedule and deliver automated reporting required by pod teams for clients and CMS leadership
Work with SDMS's and PPMD's to manage client relationships and communications
Notify CMS and project leadership of any potential escalations related to project delivery
Continually monitor SNOW Queues for assigned project tasks
Be aware of the scope of the project onboarding support responsibilities for each assigned
project
Identify and facilitate all opportunities for automation
Review tickets for completion according to standards required for SOC II Compliance
Be aware of the overall technical scope and architecture for projects assigned; update regularly
Review the completeness and quality of the project for work completed by team members
Facilitate issue resolution and build tasks for DevOps team members on projects
Be aware and report open incidents, project changes, near-approaching SLA breaches, and past due
build dates
Work with the tech lead for your projects to deliver any root-cause documents, reports, or other
documentation required by the client
Work with the implementation project manager, operations lead, and tech lead to plan the
delivery of the CMS project scope
Provide status reporting for CMS tasks into the overall implementation-project reporting
mechanism
Work with CMS tech lead, implementation project tech lead, and CMS architect to facilitate the
design of the landscape during the build phase
Work with tech lead and Pod lead to develop a working relationship with client counterpart
Develop the Service Delivery plan for the engagement as a build-phase deliverable
Work with client counterpart and CMS tech resources to facilitate key activities, such as building
milestones, patching, upgrades, DR test, and other key project tasks and milestones
Be engaged for any P1 ticket for your client, making communication decision for outages
exceeding one hour
Drive problem-management and continuous improvement within projects
Work with Pod leadership and CMS finance team to support financial reporting process through
forecasting of resources, review of time entries, and management of infrastructure costs
Manage client relationship, communications, expectations, and escalations, including reporting
(standard operations, requests, and RCAs); be the client's advocate within CMS
Develop and maintain the Service Delivery plan for the engagement
As per the defined P1 outage communication plan, keep the stakeholders and management
apprised of status
Requirements
Cloud Managed Services
Job Description: Service Delivery Manager
Bachelor-level degree in engineering, information technology, data communications, telecommunications, computer science, or equivalent educational or professional experience and/or qualifications
5+ years of relevant professional experience in a large, diverse server environment
Demonstrated experience leading large projects, interpreting project requirements and working directly with clients to develop customized solutions
Strong troubleshooting, problem-solving, and issue-management skills
Preferred ability and discipline to work and succeed in a fast-paced and organizationally
complex environment, to effectively adapt to rapidly changing technology, and to lead and manage projects
Excellent oral and written communications ability; must be able to communicate effectively with all levels of the organization.
Skills desired
Certification in system administration, system architecture, virtualization, or cloud technologies preferred
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.