Role and Responsibilities
Leadership & Strategy
- Act as the Service Director's delegate when required, overseeing team priorities and strategic initiatives.
- Drive cloud and service adoption strategies, aligning with business goals and customer needs.
- Lead post-delivery operations including contract renewals, asset tracking, and maintenance reporting.
Cloud Service Delivery & Operations
- Responsible for the delivery and operations of Broadcom VMware Private Cloud services, ensuring SLA compliance and system reliability.
- Manage escalations and Severity 1 incidents, coordinating with internal teams and communicating with customers and stakeholders.
- Monitor cloud infrastructure performance and proactively identify areas for optimization and automation.
Customer & Stakeholder Engagement
- Serve as the primary escalation point for service issues and customer complaints.
- Ensure transparent communication with customers throughout the escalation and resolution process.
- Present monthly SLA summaries and service performance reports to clients.
Process Excellence & ITIL Adoption
- Champion ITIL processes (Incident, Problem, Change) and guide the operations team in adoption and compliance.
- Identify and implement process improvements and tool enhancements to support service delivery.
- Facilitate Service Improvement Plans and ensure continuous service enhancement.
Reporting & Governance
- Prepare and present performance reports, improvement plans, and compliance metrics. Oversee vendor management and ensure adherence to contractual obligations.
- Collaborate with Infrastructure, Engineering, and Application teams to align service delivery with business needs.
Availability & Support
- Provide on-call support for critical systems and networks.
- Maintain disaster recovery readiness and ensure security and compliance across cloud environments (as required)
Knowledge and Skills Requirements
- Bachelor's degree in Computer Science, IT, or related field
- 8+ years in IT service delivery, with 3+ years in cloud operations
- Hands-on experience with Broadcom VMware Private Cloud is essential.
- Familiarity with other cloud platforms (AWS, Azure, GCP) is highly valued.
- ITIL Foundation certification preferred knowledge of cloud governance and DevOps practices.
- Strong leadership, communication, and stakeholder management skills.
- Experience in managing enterprise clients and cross-functional teams.
- Strong analytical skills and attention to detail. Excellent communication skills, both written and verbal.
