Cloud Service Delivery Leader

7 days ago

Cork, Cork, Ireland beBeeClient Full time €79,214 - €109,939
Job Title:
Cloud Service Manager Lead
 
Description
  • The Lead Cloud Service Manager is responsible for overseeing the operational health, customer satisfaction and ensuring maximum return on investment (ROI) of their OpenText Cloud Managed services.
  • This role involves providing overall business management of the customer which includes weekly status calls, monthly SLA reporting, and business reviews, issue tracking reporting, and cross-functional communication with other teams.
  • The CSM ensures that escalations are avoided and if they do arise, the CSM leads the escalation management until the issues are resolved and the account de-escalated.
  • The position also requires managing relationships and interfacing at various levels within the customer's organization, identifying new business opportunities and recommending products or services to improve customer satisfaction and ROI.
  • This role involves regular discussions and addressing any customer concerns regarding overall service and satisfaction, making necessary adjustments, and ensuring that issues have been addressed and customer perception has positively.

Requirements

  1. Strong Client Focus: The ability to operate at a senior manager level and provide expert incident and problem management for high-impact and critical customer issues.
  2. Bachelor's Degree: In a technical or business discipline, or equivalent.
  3. Technical Skills: Conversant in cloud technology and data center deployment. ITIL certification preferred.
  4. Experience: Demonstrable experience in developing and rolling out customer satisfaction improvement programs, formal project management techniques, budget/scope management, change controls, and project team direction and technical leadership.

Benefits

We offer an inclusive work environment where collaboration, innovation, and personal growth thrive.

Able to work independently with a positive problem-solving attitude and contribute to our proactive approach fostering a dynamic workplace enriching our company culture.

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