Cloud Operations Delivery Manager
Sitecore
Brussels, Belgium
4 dagen geleden
source : OnlyEngineerJobs

Description The main role of the Cloud Operations Delivery Manager is to ensure that the service delivery processes for our SaaS platform are consistently applied.

He / she oversees all incoming request, distributes them within the Product Operations team members and follow up on progress.

He / she applies methods to enable the delivery of a high quality service, continuously seeks to identify opportunities to improve the quality and efficiency.

This position is a stakeholder facing role, and requires that he / she is able to establish and manage expectations within the business and drive the Cloud Operations team to achieve those expectations to a high standard.

The Cloud Operations Delivery Manager is responsible for delivering the SLA of our global SaaS solutions and tenants, including oversight and management of all aspects of Service Delivery under the Managed Services Agreements we have with our clients.

  • He / she is highly organized and able to motivate the other team members to strive for operational excellence. Responsibilities Maintain high performing service support functions Owner of the Service Request, Incident, Change Management, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required Monitor, control and support service delivery;
  • ensuring systems, methodologies and procedures are in place and correctly followed Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimised and agreed Be accountable for the quality of Service and performance;
  • ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems Drive review meetings covering performance, service improvements, quality and processes Supporting team members with a focus on personal development Leading great communication practices inside the team and with other teams Fostering collaboration and drive projects within the team and with other teams Requirements Qualifications Master’s degree is a must 5+ years of proven track record in IT Project or Service Delivery Management ITIL Qualified is a plus Experience in SaaS service delivery is a plus Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines Skills Excellent knowledge of English Excellent customer facing / customer service skills Excellent leadership and people management skills Great analytical and synthetic skills Ability to work effectively with cross-functional engineering teams and stakeholders located on-site or at other Stylelabs remote locations.

    Ability to prioritise and manage a number of diverse tasks A superior communicator and strong negotiator Hands-on experience with ITSM tools like Jira Service Desk, Service Now, .

  • Knowledgeable about on-call management tools like OpsGenie, PagerDuty Experience with content management systems (CMS), Digital Asset Management (DAM), business process applications is a plus
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