Trimble Cloud Service Delivery Manager

 
Trimble Cloud Service Delivery Manager


Trimble Cloud is recruiting for a Cloud Service Delivery Manager to fill an opportunity in Ipswich, UK.
About Trimble Cloud xOps
Trimble Cloud xOps s a shared services organization for Trimble divisions delivering products and services to the market using public cloud. We offer public cloud access and billing, common infrastructure and security services, consulting and application operations, and a suite of DevOps tools hosted for the enterprise. As public cloud usage at Trimble is growing, Trimble Cloud xOps is looking to expand the team and breadth of our service offerings.

In this role, you will be an individual contributor tasked with ensuring our 24x7 Application Availability and Security services are meeting the needs of existing internal customers, as well own interfacing with potential customers and onboarding them.

Responsibilities
  • Conduct service reviews, reporting by division/app on our KPIs and identify ways we can work better together
  • Maintain feedback from our customers, partnering with the service owner to make improvements
  • Serve as a point of escalation for quality of service for AppOps and SecOps
  • Review critical incidents, suggest process or tooling improvements for our AppOps and SecOps teams
  • Suggest improvements to the service KPIs to better measure concerns of our customers
  • Meet with new potential customers and scope out service for them based on our offerings and their needs
  • Manage the onboarding of new customers
  • Identify ways to improve the scalability of our services and cost efficiency
  • Provide inputs into financial allocation process for AppOps and SecOps services
  • Be flexible with your schedule to meet with customers and team members around the globe

Required Skills & Experience
  • Proven experience IT or technolog including proven experience in a customer facing service delivery or technical account management role
  • Experience in reporting and managing to KPIs
  • Experience in managing multiple customers or projects with competing priorities
  • Excellent written and oral English communication skills as this role will involve presentations, service agreements, and other customer-oriented communication
  • Excellent organizational, troubleshooting and problem-solving skills
  • Understanding of basic design and common failure modes of modern web applications
  • Understanding of public cloud infrastructure and security concepts
  • Track record of improving customer satisfaction
  • Strong track record of independent learning and increasing productivity
  • Bachelor’s degree or equivalent in Computer Science, Engineering or a related field, or additional comparable experience

Desired Skills & Experience
  • Proven experience in IT or application development
  • Proven experience with AWS or Azure
  • ITIL certification
  • PMP, Prince 2 or other project management certification
  • Managing operations or developing SaaS applications
  • Understanding of modern SW development lifecycle / agile processes
  • Reporting with modern operations tooling, including Datadog, Sumo Logic, Pingdom, PagerDuty, and Freshservice
  • Developing and supporting shared services
  • Contributing to or managing a department budget
  • Presentation experience to executives
  • Master’s degree in a related field or MBA

Travel
  • 10-15%, mostly international


Job Profile: IT Project/Program Management 4 or Professional Services Project/Program Manager?
 


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