Service Delivery - Project Manager
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Job Description
Noida
12+ Years
- 12+ Year
- Noida
- Bachelor’s degree in Computer Science or a related stream
Bachelor’s degree in Computer Science or a related stream
- Engages with the client account level and is a trusted adviser; providing visibility, service reviews and reporting through all phases of the implementation life cycle.
- The successful candidate will work closely with other Umbrella teams to ensure that all changes to a customer’s environments are smoothly carried out while meeting capacity needs and service level agreements.
- Earn a trusted client advisory relationship with our clients and team.
- Work with customers to provide visibility and guidance around their Services account through regular operational service reviews and reporting.
- Work with customers to solve operational and tactical issues.
- Be involved in the change management process of the customer’s environment to ensure success and service up-time.
- Work with application owners to develop and standardize test, upgrade, and release management processes.
- Go “toe to toe” with customer technical stakeholders on most issues.
- Be the voice of the customer and work with internal Umbrella resources to ensure that the customer’s SLA’s are met.
- Raise internal awareness of customer impacting bugs and/or issues and drive appropriate prioritization for fixes and/or responses.
- Participate in meetings requested by customers (onsite or via phone).
- Provide oversight of escalation and prioritization, and drive customer communication during critical events.
- Be available outside of business hours to help coordinate handling of urgent issues as needed.
- 18+ years of experience in Managed Service Operations and experience in design, implementation, consulting, infrastructure, and/or cloud service system administration.
- Ideal candidate must possess customer facing skills to represent Umbrella effectively within a customer’s environment and drive discussions with senior personnel regarding incidents, trade-offs, best practices, compliance frameworks and risk management.
- Excellent client communication and presentation skills. Comfortable with small and large audiences.
- Experience in managed service delivery management.
- Consulting experience for a Cloud Service Provider.
- Experience in Service Level Reviews, reporting and management.
- Ability to multitask and complete projects in a fast-moving environment.
- Work closely with other Umbrella teams to ensure that all changes to a customer’s environments are smoothly carried out while meeting service level agreements.
- Earn a trusted client advisory relationship with our clients and team.
- Work with SDMs and customers to provide visibility and guidance around their Services account through regular operational service reviews and reporting.
- Work with the customers on strategic initiatives along with SDMs.
- Be the voice of the customer and work with internal Umbrella resources to ensure that the customer’s SLAs are met.
- Participate in customer requested meetings (onsite or via phone).
- Provide oversight of escalation, prioritization, and drive customer communication during critical events.
- Proficient in communicating effectively across internal and external organizations.
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