Cloud Service Delivery Manager, AWS Managed Services
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Description
AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.
AWS Managed Services (AMS) is designed to accelerate cloud adoption by simplifying deployment, migration, and management using automation and machine learning. It is backed by a dedicated team of Amazon employees. AMS provides ongoing management of AWS infrastructure, automating activities such as change requests, monitoring, patch management, security, and backup services, along with full lifecycle services to provision, run, and support your infrastructure.
We are looking for a candidate who is at the forefront of transformational technology, with experience helping enterprise customers leverage AWS services and features to run mission-critical applications. The Senior Cloud Service Delivery Manager will engage with client accounts as a trusted advisor, providing visibility, service reviews, and reporting throughout all phases of the implementation lifecycle. The role involves working closely with other AWS teams to ensure smooth changes to customer environments, meeting capacity needs and SLAs, and collaborating with senior stakeholders to enhance their ICT landscape.
The ideal candidate should possess excellent customer presentation skills, capable of representing AWS effectively within client environments and discussing incidents, trade-offs, best practices, and risk management with senior personnel. Strategic thinking about business, product, and technical challenges is essential to help customers realize the benefits of AWS cloud efficiencies, cost savings, and innovation. The role offers exciting daily challenges and opportunities for growth.
Key Responsibilities
1. Develop and maintain a Trusted Client Advisory relationship.
2. Provide visibility and guidance through regular Operational Service Reviews and Reporting.
3. Review service disruptions, metrics, and pre-launch planning in detail.
4. Address operational and tactical issues with customers.
5. Participate in change management processes to ensure success and uptime.
6. Work with application owners on test, upgrade, and release management processes.
7. Engage with senior executives to understand and align with business needs.
8. Collaborate with technical stakeholders on operational stability and availability issues.
9. Act as the voice of the customer to internal AWS teams to meet SLAs.
10. Identify and escalate bugs or issues impacting customers, prioritizing fixes.
11. Advocate for customer requirements within AWS, including feature requests.
12. Participate in customer meetings (onsite or remote).
13. Triage and resolve technical issues, managing escalations and critical events.
14. Assist in designing AWS and hybrid cloud solutions.
15. Build relationships with AWS account team members to optimize customer outcomes.
16. Be available outside regular hours for urgent issues.
17. Travel up to 25% as needed.
About The Team
We value diverse experiences and encourage candidates from all backgrounds to apply, even if they do not meet every qualification listed.
Why AWS?
Amazon Web Services is the most comprehensive cloud platform, trusted by startups to Global 500 companies. We innovate continuously and empower customers to succeed.
Our Culture
We foster an inclusive environment with employee-led affinity groups, ongoing learning, and diversity initiatives. We support work/life balance and flexible working arrangements.
Basic Qualifications
* Bachelor's degree
* Experience with AWS or other cloud services
* 3+ years in a customer-facing service delivery or technical account management role, with strong communication skills
Preferred Qualifications
* Experience in 24x7 operational support
* Technical leadership experience in enterprise or customer-facing environments
* AWS Solution Architect Associate Certification
We are an equal opportunity employer committed to diversity. Applicants must be authorized to work in South Africa and submit relevant documentation. For accommodations, visit this link.
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