Cloud Services Manager

2 weeks ago

Sydney, New South Wales, Australia beBeeCloudServicesManager Full time $140,000 - $150,000

Job Overview:

  • This role involves shaping the end-to-end customer experience for cloud and on-premise services. You will work with cross-functional teams to design, prototype, and deliver user-centered services that meet the needs of customers and drive business success.
Main Responsibilities
  • ID Service Request Requirements: Identify requirements with key stakeholders and design Service Request forms; identify approval requirements, design support workflows, write use cases and test cases to validate stakeholder needs.
  • Collaborate with product managers, engineers, and other stakeholders to ensure design alignment and feasibility.
  • Develop Design Documentation: Develop and maintain design documentation, including design principles, patterns, and standards, and conduct usability testing and gather feedback to iterate and improve service designs.
  • Service Concepts: Develop and iterate on service concepts, including customer interfaces, workflows, and interactions, to support a cohesive and client-centric service experience.
  • User Personas: Develop user personas, journey maps, and service blueprints to inform design decisions.
  • Service Management Plans: Develop and document service management plans, hand-offs in DevSecOps processes, and facilitate seamless communication between teams to create integrated change and operations understanding between teams.
  • Prototype Testing: Prototype and test service concepts with clients to gather feedback and validate design decisions before implementation.
  • Team Collaboration: Facilitate communication and collaboration between different team members and stakeholders to ensure a consistent and holistic approach to service design and delivery for cloud products and services.
  • Operational Improvements: Proactively identify and lead opportunities for operational improvements and implement necessary changes.
  • Knowledge Sharing: Share knowledge and provide training to promote cross-functional collaboration and skill development within the team.
  • Industry Trends: Stay up-to-date with industry trends and emerging technologies in hybrid and cloud solutions and service design.

Key Requirements:

  • Tertiary qualification in Computer Technology (or equivalent), supplemented with demonstrated success in an IT environment and managing multiple complex projects in a large and diverse organization.
  • Proven experience in service management operations, specifically in creating and maintaining services across infrastructure and application domains.
  • Excellent communication, collaboration, and project management skills.
  • Anticipate and assess changes which impact the business and exercise judgement in the absence of precedent, making customer decisions with significant impact.
  • Familiarity with ITIL, SIAM or other IT service management frameworks.
  • Experience in service design and process improvement, with a focus on Human-Centred Design principles including Double Diamond design process model.
  • Experience working with cross-functional teams, including Product Managers, engineers, and business stakeholders, to ensure alignment of service design with overall product vision and objectives.
  • Knowledge of customer research methods and tools, such as interviews, surveys, and usability testing, to inform design decisions.
  • Familiarity with security practices and frameworks relevant to cloud and hybrid environments.
  • Understanding of DevSecOps principles and practices.
  • Continuous learning mindset to stay up to date with industry trends, emerging technologies, and best practices in service design and cloud/hybrid infrastructure services.

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