Ingram Micro
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Senior Manager - Managed Services

This job posting is no longer active.

Santander, CB, Spanien
Job-ID: 56666

Freigeben:

Description

Company Sizzle:

At CloudBlue, we’re changing the way the world does business. CloudBlue, the world’s largest cloud platform provider, powers marketplaces with a total of 30 million seats globally. We offer the energy of a start-up with the resources and backing a multi-billion corporation: Ingram Micro.

We’re helping businesses transform and grow into their future without limitations.

Our values illustrate why we are one of the best places to work:  

  • Our trust in our team
  • Our creative engine
  • Our strive for excellence
  • Our passion and energy


We’re an ambitious and hard-working team that runs fast, cuts through ambiguity and courageously takes risks. At CloudBlue, we constantly innovate and follow a customer-first approach, which requires flexibility and adaptability. Learn more about our team and how we are leading the XaaS revolution.

Your role:

As Senior Manager you will be responsible for leading, managing and developing the Technical Delivery Team and professional services  our Managed Services Division.

  • Oversee request from Managed services customers and ensure that we have engineers assigned
  • Prioritize, assign, and track all incidents and requests through closure in a timely manner per CloudBlue’s SLA contracts.
  • Coordinate escalation and resolution with product management and Engineering teams.
  • Coordinate Managed services teams at multiple locations
  • Participate and lead bridge calls for all critical/high severity incidents.
  • Communicate incidents’ status across multiple countries.
  • Provide periodic monitoring and status reports.
  • Coordinate with engineering and infrastructure team to test upgrades, patches, and maintenance of hardware/software for the assigned applications.
  •  Participate in RCAs and other compliance audits.
  • Collaborate with other departments to ensure alignment with project and technical strategy and roadmaps
  • Perform risk analysis and mitigation
  • Provide input in defining operation plans and strategies.
  • Provide input into strategic decisions that may impact functional/technical areas.
  • Work toward objectives established for the team.
  • Recommend and implement departmental specific procedures.
  • Use interpersonal skills to influence customers, teams, vendors, and peer managers.
  • Deliver support and service solutions for Manages Service customers in line with ITIL and/or industry best practice
  • Monitoring the effectiveness of the team against SLA/KPI’s, driving through change as needed to deliver continual service improvement
  • Ensure operational procedures and practices are well defined, documented and consistently applied
  • Instill a high performance culture in the team with a focus on team work, service excellence and ownership for resolving customer issues
  • Be capable of identifying and implementing change within the team to ensure it can take on new service offerings.
  • Encourage open communication between team members, allowing the team to bring forward ideas on how they can collectively deliver a more effective service
  • Ensure teams are skilled, trained and developed to enable them to deliver high quality service and support
  • Ensure quality, up-to-date documentation exists for all service arrangements
  • Achieve consistent customer satisfaction ratings and respond appropriate to customer feedback on areas for improvement
  • Take responsibility for customer escalations and act as a point of escalation both in and out of hours as required
  • Drive a continual service improvement programmed based on a desire to become a world class managed service provider.

What you bring to the role:

  • Bachelor’s degree in Computer Science, Engineering, or related Science and Math disciplines with an IT emphasis is required.
  • 10+ years of experience in IT production support or similar role.
  • 5+ years of management experience supervising managers and individual contributors
  • Experience with various release management tools and processes
  • Experience in eCommerce and cloud systems
  • Strong communication and collaboration skills
  • Ability of work with all levels of management
  • 5 years of incident tracking experience is needed
  • Experience in troubleshooting software applications incidents/defects is required
  • ITIL experience is desirable

Benefits

  • Flexible schedule and Hybrid work model ⌚️
  • Fridays, summer and Christmas reduced time ⌛️ 
  • Tickets Restaurant
  • Medical and dental insurance
  • Flexible compensation  
  • Technical training by department 
  • English and Spanish lessons
  • Career paths by department 
  • Monthly bonus for home electricity
  • Free coffee and cold drinks ☕️
  • Arcade machine 
  • Team building events 
  • RSC activities ♻️
  • Annual salary review depending on performance 
  • International and multicultural environment 



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CloudBlue
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