Service Manager – Cloud - Dallas - Quantum World Technologies Inc.

    Quantum World Technologies Inc.
    Technology / Internet
    Description

    Role: Service Manager – Cloud

    Location: Dallas, TX .

    Job Description:

    • Managing the day-to-day operational delivery of Services to the Customer, including efficient and effective management of the technical staff and tools
    • Ensuring delivery and continuity of daily operations, support, maintenance, and administration for the services
    • Identifying risk and issues in the delivery of the Services regularly and making sure they are managed to resolution in collaboration with the customer
    • Manages the development and implementation of operational and configuration Changes to the technical components for the area of responsibility
    • Manages and assesses the quantity and quality of staff resources used in the delivery of Services and makes recommendations for corrective actions to management when necessary to address issues
    • Maintains and supports the in-scope technical components to the requirements in the Statement of Work that are within the area of responsibility for the Service Manager
    • Ensure staff resources have the proper knowledge, training, and skills, along with following the Provider's customer-approved Procedures in the delivery of the Services as required in the Agreement
    • Assist management in making decisions to improve service delivery and quality at an operational level; and
    • Provide recommendations on technologies, tools, and products to be adopted to meet the present and future requirements of the Customer

    Must Have's:

    • Strong project, customer service, communications, and service management skills based on experience with outsourcing arrangements
    • Knowledge and experience of industry standards such as ITIL version 3, ISO :2011, COBIT, and CMMI — SVC at level 3 at minimum
    • Certified ITIL service management foundation
    • Must know about Cloud Azure /GCP / AWS and Automation tools and techniques
    • Training, experience, and certification in the technical components and tools managed, such as SolarWinds/ Control-M/ Stack Storm
    • Strong knowledge of management of staff resources, including the ability to motivate staff and resolve issues and conflicts
    • Knowledge of service integration processes and procedures in a sourcing environment, including the ability to work with other; Providers to meet the customer's end-to-end service levels; and
    • Ability to manage ITSM management processes and procedures in an outsourcing environment

    Good to Have:

    • 8 years of experience in managing service delivery for similar services for a similar-sized organization compared to the customer
    • At a minimum, certified ITIL service management foundation, Cloud, and any tools certification
    • IT technical certifications would be desired related to the in-scope components, tools, and services; and
    • An associate degree in business, technology, or a related field, but a bachelor's degree would be preferable

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