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Director of Cloud Service Delivery at iland Cloud (Houston, TX)

Descriptioniland is looking for an experienced Director of Cloud Service Delivery to promote the continuous improvement of service quality, productivity, and customer satisfaction. You will ensure that there are documented processes, reporting, and training in place to guarantee the best quality of service is delivered to our customers. You will also ensure that metrics are defined and reported on a regular basis, and that processes are being followed and tracked, issues are being reported, while creating a roadmap of service delivery improvements.This is a full-time position based in headquarters in Houston, Texas. This is a technical organizational overlay position reporting to the CTO.ResponsibilitiesService Improvement Oversee problem management processes and drive the proactive analysis of service issues and recommendations to prevent future occurrences Conduct regular, interactive meetings on continuous service improvement with key departmental stakeholders; own the Service Improvement Roadmap for the company; work with management on scoping and prioritizing service improvement projects and ensure they get completed on time Report on Root Cause Analysis and Incident reports and be the leader in getting them completed and prepared for customers Develop and implement Service Improvement Plans based on the outcomes of Incident Reports and Root Cause Analyses Own and manage the Net Promoter Score (NPS) effort for the company Design appropriate training plans around Service Delivery for relevant departments Establish and monitor metrics to determine service level satisfaction Ensure there is regular, established SLA monitoring and reporting Work with leadership and other managers to remove all obstacles to customer satisfaction Change Management Responsible for efficient flow of Change Requests through Change Management process Oversee and enforce the Change Management process and standards Escalation Actively monitor and identify customer service issues and act as an escalation point for service issues that cannot be resolved through the standard support pathways Be a customer advocate and take ownership of service issues until their successful resolution Provide management, resolution, leadership, and coordination for Incidents which involve service issues or marquee customers Consult on service problems and interface with internal business units as appropriate Proactively engage with customers as outlined by management to ensure that customer engagement is maintained Internal and External Communication Coordinate information gathering amongst teams; draft, approve, and present Incident Reports and Root Cause Analysis documents to affected customers From a service delivery perspective, manage software and hardware vendor and alliance partners who we have contracted with to deliver the service to our clients Report service performance and understand and report on Customer Impact Requirements Bachelor's or University Degree Required, preferably in a technical discipline 15+ years work experience 5+ years in a Service Delivery role, certifications highly desirable Must have technical understanding of virtualization, networking, cloud computing, technical support, and other IT processes Highly organized and customer-focused approach Excellent knowledge of systems, reporting, and requirements gathering in relation to service delivery Effective, positive communication and ability to instill change in an organization by making it customer focused Experience with ITIL Excellent written and communication skills with relation to senior level management, both internally and externally Familiarity with technical troubleshooting processes Strong passion for technology and customer solutions Benefits Competitive Salary Bonus Plan 401k Plan Stock Plan PPO Healthcare Insurance Plan Dental Insurance Vision Insurance Life Insurance Short-Term Disability Insurance Long-Term Disability Insurance Paid Vacation & Holidays About Ilandiland has been in business for over 20 years and is an industry leader in the areas of Secure Disaster Recovery as a Service (DRaaS), Secure Cloud Backup (BaaS), and Secure Infrastructure as a Service (IaaS). We provide an exciting, fast-paced environment that has been recognized by these industry leaders and more: Gartner Magic Quadrant Disaster Recovery as a Service Leader: 2016-2019 Zerto Service Provider of the Year: 2016 & 2017 Veeam Innovation Award Winner: 2018 & 2019 Veeam Service Provider of the Year: 2016 The Forrester Wave Leader DR-as-a-Service Providers: 2017 Houston Business Journal #1 Best Place to Work: 2012, 2013, 2016, 2017 Nine Lives Media Inc. Talkin Cloud 100: 2011, 2012 & 2013 Houston Business Journal Houston Fast 100: 2012 & 2013 Cisco Cloud Managed Service Provider (Cisco Powered) VMware Global Service Provider Partner (VSPP) of the Year: 2010-2012
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