• Delivery Manager

    Job ID
    2018-4982
    Category
    Services
    Job Location
    DE-BE-Berlin
  • Overview

    The Cloud Delivery Manager oversees the setup and run of services to customers while making sure the service levels agreement (SLA) for customers he is responsible for are met. He is in charge of the relationships with customers in the day to day operations. He ensures that Axway cloud services provided are of quality and profitable. He reports metrics to the customers and to cloud management.

     

    • Accountable for the end-to-end delivery performance in terms of effectiveness, efficiency and customer satisfaction of his customer engagements
    • Interact with customers he is in charge of to ensure Service Management and Delivery goals and objectives are clear, and ensuring that these delivery expectations are met
    • Overall customer management and facilitation
    • Oversee the customer support
    • Oversee implementation of new Cloud customers and ongoing service of existing customers
    • Project management for onboarding new customers of any size
    • Oversee customer change requests (mapping…)
    • Develop and share with customer service metrics
    • Support the billing of the customer
    • Support the forecast process
    • Elaborate the budget of his customer portfolio and make sure of the profitability of the projects and contracts
    • Prepare and attend corresponding meetings

     

     

    Responsibilities

     

    • Maintaining an efficient relationship with Axway Cloud customers, identifying customer needs and ensuring that Cloud Operation is able to meet these needs with an appropriate catalogue of services.
    • Delivering a particular service within the agreed service levels. Responsibility for controlling the lifecycle of all Changes.
    • Planning and coordinating the resources to deploy a major project within the predicted cost, time and quality estimates for public cloud and responsibility to deploy private cloud for a specific customer
    • Maintaining information about Configuration Items required delivering Cloud Services.
    • Effective Incident Management and for carrying out the corresponding reporting. It represents the first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels.
    • Managing the lifecycle of all Problems. Primary objectives are to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented. To this purpose he maintains information about Known Errors and Workarounds
    • Promoting cloud services
    • Ensuring that Axway’s financial objectives are met

    Qualifications

     

    • In depth knowledge of Axway solutions and products (to be trained at Axway)
    • Knowledge of Axway organization (to be trained at Axway)
    • Cloud services (if not so, managed services or hosting services)
    • Problem solving : problem definition, problem solving, measurement
    • Project Planning
    • ITIL V3
    • Service Management Tool, e.g. Service Now
    • Fluent English
    • Basic financial (e.g. Profit and Loss Account)
    • Written and verbal communication
    • Service sensitive
    • Negotiation
    • Multitasking
    • Comfortable in a stressful environment
    • Management : staffing, motivating, evaluating
    • Teamwork
    • Autonomy
    • Business minded

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