Service Delivery Manager - Cloud (2968-749)
Herndon, VA

Job Description

Smartronix Inc., a Premier Amazon Web Services Consulting Partner, a Microsoft Gold partner and a Premier Google Cloud Platform partner, is currently seeking a hands-on Cloud Service Delivery Manager (SDM) to join our thriving Cloud Business Unit and Managed Services Practice. A successful candidate must be comfortable interacting directly with technical and executive customers, capable of working independently in the role when needed, able to act with a sense of urgency when needed, and willing to contribute as an active member of the Smartronix cloud community. The Cloud SDM must be strongly focused on quality, transparency, communication, service level metrics, customer success, and results. #CJPOST

Core Responsibilities

* Customer relationship management - Act as the primary point of contact, ownership and facilitation for customer advocacy, issues, audit requests and support questions. Build trusted relationships with peers, customers and relevant third-party vendors
* Support the full post deployment application lifecycle
* Service strategy/design using portfolio of existing and new managed services offerings
* Service transition to production
* IT service management (incident, change and problem management)
* Continuous service improvement
* Maintaining technology inventory, performing vulnerability and patch management, and general operations leadership
* Provide timely communications and issue escalation support in accordance with standardized support processes, key operating metrics, and service level agreements
* Analyze and coordinate resolution of incidents and problems associated with the operating system hosts, cloud infrastructure, applications, and commercial software (on premise and SaaS) as assigned through standard ITSM processes
* Identify and analyze system performance risks and issues; develop and present recommendations for mitigation of risk
* Coordinate and/or support after-hours incident escalations and/or maintenance windows as needed.
* Contribute towards the development and/or continuous improvement of operations practices, processes and procedures
* Support operational readiness activities around ingesting new workloads
* Provide transparent and regular status updates, defined reports, and metrics to clients, project and account management, and executive staff
* Track and report on compliance with organizational, regulatory or statutory requirements

Required Skills

Required Skills:

* Prior experience working within an Operations-focused department or role
* Prior experience working directly with external clients. Ability to clearly, confidently and effectively communicate with client team members - whether technical or executive
* Ability to handle escalated client situations and conveys both complex and technical issues to diverse audiences
* Working knowledge of IT standards (ISO 9001; 20000-1; 27000), service management frameworks (ITIL, CMMI-SVC, etc.) preferred
* Excellent documentation skills and attention to detail
* Abilitiy and willingness to contribute towards internal company efforts
* Knowledge of Program or Project Management tasks preferred
* 2+ years leveraging AWS, Azure or Google Cloud platform services in a hands-on capacity
* Basic systems administration knowledge across both Windows and Linux operating systems
* Experience working with any of Active Directory and/or ADFS, Group Policy, DNS, any major RDBMS (SQL Server, Oracle, MySQL, PostgreSQL), Trend Micro DSM or other major antivirus or host IDS/IPS software preferred
* Basic understanding of TCP/IP networking concepts, SMTP, HTTP protocols.
* Basic experience working with infrastructure automation capabilities (e.g.: Terraform, Puppet, Ansible, Terraform) and scripting languages (e.g.: PowerShell, Bash, Python)

Required Experience

* 4+ years working or consulting directly on cloud projects
* 4+ years Infrastructure technologies, i.e., compute, virtualization, networking, storage and/or cyber-security.
* The ability to assist customers in creating requirements and/or understand the requirements provided
* Experience turning requirements into a viable, robust, scalable, and cost-effective design/architecture using industry standard best practices and best of breed of COTS hardware and software products
* Experience owning the creation/verification of the solution, writing the technical portions of the proposal, and creating architectural diagrams in support of RFI, RFP, and RFQs