Role: Head Service Operations

Type: Full Time

Job description :

- 2+ years of experience in Managed Service Operations and experience in design, implementation, consulting, infrastructure, and/or cloud service system administration.

- Ideal candidate must possess customer facing skills to represent Umbrella effectively within a customers environment and drive discussions with senior personnel regarding incidents, trade-offs, best practices, compliance frameworks and risk management.

- Excellent client communication and presentation skills. Comfortable with small and large audiences.

- Experience in managed service delivery management.

- Consulting experience for a Cloud Service Provider.

- Experience in Service Level Reviews, reporting and management.

- Ability to multitask and complete projects in a fast-moving environment.

- Work closely with other Umbrella teams to ensure that all changes to a customer's environments are smoothly carried out while meeting service level agreements.

- Earn a trusted client advisory relationship with our clients and team.

- Work with SDMs and customers to provide visibility and guidance around their Services account through regular operational service reviews and reporting.

- Work with the customers on strategic initiatives along with SDMs.

- Be the voice of the customer and work with internal Umbrella resources to ensure that the customer's SLAs are met.

- Participate in customer requested meetings (onsite or via phone).

- Provide oversight of escalation, prioritization, and drive customer communication during critical events.

- Proficient in communicating effectively across internal and external organizations.