Cloud Service Delivery Manager, AWS Managed Services
About the role
The Senior Cloud Service Delivery Manager is engaged with the client account level and is a trusted advisor; providing operational visibility, technical guidance, consultation and reporting through all phases of the implementation life cycle. You will work with senior customer stakeholders and internal AWS teams as both a business and technical advisor, ensuring customer workloads are secure, performant, optimized, and ready to scale to the needs of their business.
Responsibilities
- Earn a Trusted Client Advisory relationship with our clients and team.
- Work with customers to provide visibility and guidance around their AWS Services account through regular operating cadences and partnership.
- Provide detailed reviews of service disruptions, metrics, detailed pre-launch planning.
- Work with the customers on operational and tactical issues.
- Work with application owners to develop and standardize test, upgrade, and release management processes.
- Engage with Director and C-Level executives to understand business needs.
- Go “toe to toe” with customer technical stakeholders on most issues.
- Be the voice of the customer and work with internal AWS resources to ensure that the customer’s SLA’s are met.
- Raise internal awareness of customer impacting bugs and/or issues, and drive the appropriate prioritization for fixes and/or responses.
- Champion and advocate for customer requirements within AWS (e.g. feature requests).
- Participate in customer requested meetings (onsite or via phone).
- Triage technical issues as an owner.
- Oversee escalation, prioritization, and drive customer communication during critical events.
- Assist in Design/Architecture of AWS and hybrid cloud solutions.
- Establish a working relationships with other AWS account team members such as Technical Account Managers, Business Development Managers and others to achieve the best result for the customer.
- Be available outside of business hours to help coordinate handling of urgent issues as needed.
Requirements
- Bachelor's degree
- 4+ years of hands-on infrastructure, troubleshooting, systems administration, networking, DevOps or applications development experience
- 4+ years of customer service experience, or experience in leadership or account management positions
- Experience in a 24x7 operational services or support environment
- Experience in internal enterprise or external customer-facing environment as a technical lead
- AWS Solution Architect Professional Certification
- Active TS/SCI security clearance with polygraph
- Ability to commute to the specified work site
Qualifications
- Experience in a 24x7 operational services or support environment
- Experience in internal enterprise or external customer-facing environment as a technical lead
- AWS Solution Architect Professional Certification
- Active TS/SCI security clearance with polygraph
- Experience in customer service or leadership/account management roles
Skills
- Customer presentation skills
- Strategic thinking
- Technical guidance
- Operational visibility
- Technical consultation
- Reporting
- Operational and tactical issue resolution
- Customer workload optimization
- Security and performance management
- Collaboration with internal AWS resources
- Customer requirement advocacy
- Meeting facilitation
- Technical issue triaging
- Escalation and prioritization management
- Design and architecture of AWS and hybrid cloud solutions
- Working relationships establishment
- Outside-of-business-hours availability
Benefits
Amazon offers comprehensive benefits including health insurance, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage, 401(k) matching, paid time off, and parental leave. For more information, visit https://amazon.jobs/en/benefits.
Pay
Base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location.
Schedule
Final schedule will be determined based on factors including experience, qualifications, and location.