Amazon

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, it simplifies deployment, migration, and management using automation and machine learning, backed up by a dedicated team of Amazon employees. AWS Managed Services provides ongoing management of the AWS infrastructure. It automates common activities such as change requests, monitoring, patch management, security, and backup services, and provides full life-cycle services to provision, run, and support your infrastructure.

We are looking for someone that is at the forefront of transformational technology and has experience assisting enterprise customers take advantage of a growing set of AWS services and features to run their mission-critical applications. The Senior Cloud Service Deliver Manager is engaged with the client account level and is a trusted advisor; providing visibility, service reviews and reporting through all phases of the implementation life cycle. The successful candidate will be working closely with other AWS teams to ensure that all changes to a customer’s environments are smoothly carried out while meeting capacity needs and service level agreements. You will work with senior stakeholders on opportunities to improve their ICT landscape while working across customer organizations and multiple AWS teams to ensure customers’ applications are well designed and scaled to the needs of their business.

The ideal candidate must possess customer presentation skills that enable you to represent AWS well within a customer’s environment and drive discussions with senior personnel regarding incidents, trade-offs, best practices, and risk management. You should also have a demonstrated ability to think strategically about business, product, and technical challenges as you help our customers take advantage of the efficiencies, cost savings and quick innovation available in the AWS cloud. You will be surrounded by people who are passionate about cloud computing, and believe that world class support is critical to customer success. Every day will bring new and exciting challenges on the job.

Key job responsibilities

• Earn a Trusted Client Advisory relationship with our clients and team.
• Work with customers to provide visibility and guidance around their AWS Services account through regular Operational Service Reviews and Reporting.
• Provide detailed reviews of service disruptions, metrics, detailed pre-launch planning.
• Work with the customers on operational and tactical issues.
• Be involved in the change management process of the customer’s environment to ensure success and service up-time.
• Work with application owners to develop and standardize test, upgrade, and release management processes.
• Engage with Director and C-Level executives to understand business needs.
• Go “toe to toe” with customer technical stakeholders on most issues impacting operational stability and availability.
• Be the voice of the customer and work with internal AWS resources to ensure that the customer’s SLA’s are met.
• Raise internal awareness of customer impacting bugs and/or issues, and drive the appropriate prioritization for fixes and/or responses.
• Champion and advocate for customer requirements within AWS (e.g. feature requests).
• Participate in customer requested meetings (onsite or via phone).
• Triage technical issues.
• Provide oversight of escalation, prioritization, and drive customer communication during critical events.
• Assist in Design/Architecture of AWS and hybrid cloud solutions.
• Establish a working relationships with other AWS account team members such as Technical Account Managers, Solutions Architects, Cloud Architects, Business Development Managers and others to achieve the best result for the customer.
• Be available outside of business hours to help coordinate handling of urgent issues as needed.
• Ability to travel up to 25%

About the team

Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

BASIC QUALIFICATIONS

• Bachelor's degree
• Experience with AWS services or other cloud offerings
• 3+ years of experience working in a customer-facing service delivery or technical account management role, with a high level of accountability, and with excellent written and verbal communication skills to successfully engage with customers and colleagues.

PREFERRED QUALIFICATIONS

• Experience in a 24x7 operational services or support environment
• Experience in internal enterprise or external customer-facing environment as a technical lead
• AWS Solution Architect Associate Certification

Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.