Senior Manager - Managed Services

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