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

Skills

• Customer presentation skills
• Strategic thinking about business, product, and technical challenges
• Technical guidance and consultation
• Operational visibility and reporting
• Technical stakeholder engagement
• Customer workload optimization
• Internal resource coordination
• Urgent issue resolution
• Design/Architecture of AWS and hybrid cloud solutions
• Working relationships with AWS account team members

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. Learn more about our benefits at https://amazon.jobs/en/benefits.

Pay

The 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

Our working culture strives for flexibility to achieve success in the cloud. Amazonians are encouraged to work remotely or in a hybrid model, depending on the role and location.