DescriptionSAIC is seeking a talented, highly motivated, and experienced Service Delivery Manager to work as the Service Management Delivery Lead for the SAIC Cloud Managed Service (CMS) organization. This is a full-time remote job that can be worked from anywhere within the US.JOB RESPONSIBILITIES:
Manage the Service Delivery Team.
Build relationships with customers to ensure they are optimizing both CMS and Cloud Service Provider (CSP) products and services, receiving the highest Return on Investment (ROI).
Ensuring a continued education for both services offered through the CMS as well as service offerings for each customer base.
Act as a customer conduit to the internal CMS teams, providing input on technical requirements to better assist and facilitate customer success.
Manage first contact and incident resolution to customer with problems directly related to the services offered within the CMS team including but not limited to billing questions, provisioning/deprovisioning, etc.
Ensure continuity of operational workflows and processes throughout the CMS team.
Cloud Service Provider (CSP) Account Lifecycle Management (Provisioning & De-provisioning)
Enables organizations to control costs, drive service excellence and mitigate risks to gain increased value from each vendor throughout the life cycle.
Build vendor relationships to ensure continuity of service offerings including but not limited to:
Agreement Management; Lead weekly tag up with internal teams (Contracts/Procurement) to ensure continued alignment of agreements (Marketplace, etc).
Ensuring internal and external understanding and alignment for established Service Level Agreements (SLA) as they relate to customer success and our agreements in place.
Ensure Data Quality through data management within an established Configuration Management Data Base (CMDB) for customers and CSP accounts.
Facilitate Reserved Instance (RI) purchases and lifecycle management.
Including RI forecast quote estimations, reporting and other RI services as needed.
Participate in vendor Performance Evaluations assisting in Interim Performance Reviews (IPR) as needed.
Process required CSP documentation necessary for new tenants, replenishments and renewals.
Maintaining up-to-date and accurate record collection and provenance through the CMS team library.
Provide oversight for vendor supplier scheduling and payments.
Maintain and Develop documentation in support of Customer Success through vendor and internal team management including and not limited to:
Standard Operating Procedures (SOP).
Concept Of Operations (CONOPS).
Workflows, Reports, Presentations, etc.
CMS Team Charter.
Team Reports (Weekly Outcomes).
Acting as a team lead, providing support to others as required.
Internal team training/knowledge sharing.
Conducting interviews for new team members.
Facilitating the on-board / off-board process for team members.
Responsible for the Service Delivery Team ticket queue.
Mentoring of team members.
Participate in monthly showback tag up - led by CMS Service Delivery Billing lead - with Director, Platforms & Cloud Managed Services, CMS Project Controller, Financial Operations personnel. Purpose of this meeting is to discuss any unusual occurrences in the CSPs or new purchases, set expectations for when showback will be run and posted to the billing management portal, when financial allocations must be completed, etc.
Update and maintain billing reconciliation spreadsheets for all Managed customers.
CSP Billing Management
Coordinate with Cloud CMS Billing Management Lead to ensure all invoices are received and recorded from all CSPs each month.
Participate in bi-weekly billing management status tag ups - led by CMS Billing Management Lead – with Service Management Analyst, and CMS Project Controller.
QualificationsREQUIRED CLEARANCE:
Must be a US Citizen with ability to obtain a Secret clearance while on the job.
REQUIRED EDUCATION AND EXPERIENCE:
Bachelor's degree and five (5) years of related experience. Master's degree and three (3) years of related experience.
Direct experience delivering services to multiple stakeholders
Direct experience with cost management, billing, reporting, etc.
Working knowledge of Cloud billing concepts (Pay-as-you-go, Reserved instances, upfront payments, etc.)
Deep familiarity/experience with MS Excel advanced functions; Pivot tables, Vlookup, Data Validation, Filtering, Macros, etc.
Understanding of Cloud Service Provider principles.
Willingness to learn and understand various technologies and services.
Demonstrated strong and effective Customer Care skills.
Demonstrated effective oral and written communicator to customers, team, and management.
DESIRED EDUCATION AND EXPERIENCE:
Experience delivering cloud services to multiple stakeholders.
Experience with delivering services for multiple cloud service providers including two (2) or more:
Google, GCP; Amazon, AWS; Microsoft, Azure; Oracle, OCI; IBM Cloud.
Cloud Service Provider Certification(s).
Knowledge of finance or project controls.
Experience with ITSM (IT Service Management) tools.
ITSM/ITIL/COBIT or related Certification(s).
Experience with and delivering SLA reporting.
Familiarity/Expertise with CSP Licensing Models and Management.
Experience with Apptio Cloud Business Management & Cloudability.
SAIC accepts applications on an ongoing basis and there is no deadline.Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
REQNUMBER: 2409917SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability