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.
• Provide oversight of escalation, prioritization, and drive customer communication during critical events.
• Aid 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 about business, product, and technical challenges
• Technical expertise in AWS services and features
• Ability to work with senior customer stakeholders and internal AWS teams
• Strong problem-solving and troubleshooting skills
• Excellent communication and interpersonal skills

Benefits

Amazon offers comprehensive benefits including health insurance, retirement plans, paid time off, and parental leave. For more information, visit https://amazon.jobs/en/benefits.

Pay

Base salary range for this position is $153,600.00 - $207,800.00 USD annually.

Schedule

Position requires 25% travel.