Services Delivery Manager at 3Cloud

| Chicago
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Services Delivery Manager 

Job Description | Updated March 2, 2020 

 

3Cloud is a premier cloud-based technology services firm helping enterprise clients transform their business by leveraging Microsoft Azure and ancillary IT solutions. Our values include: Do the Right Thing, Passion for our Clients, Winning Together, Technical Brilliance, Entrepreneurial Passion, & Having Fun. 

3Cloud’s architects, engineers, and consultants average more than 15 years of designing, building, and deploying solutions that aid clients in accelerating innovation, operating more efficiently, and disrupting industry to define new business opportunity. As a Microsoft Azure Expert MSP and Gold-Certified partner, we specialize in Microsoft Azure migrations, cloud-scale custom application development, Open Source technologies, IoT, Big Data, Analytics, and DevOps achieved through Azure-enabled infrastructure automation.  

3Cloud is headquartered in Chicago with an additional office in Dallas. 

Job Description 

We are looking for a Services Delivery Manager to help grow our thriving Azure managed services business. The role of the Services Delivery Manager is to ensure satisfaction of current managed services clients, and to support the development of new and existing account growth. The Services Delivery Manager provides coordination of technical support for a portfolio of our managed services clients across all dimensions of the services we provide. This is a client-facing position and requires a high level of customer service acumen, project management skills, and technology awareness.  

Responsibilities 

  • Support presales conversations regarding Managed Support and Managed Services 
  • Prepare proposals for use in the sales process 
  • Manage and coordinate daily client-support activities and communicate status and progress (tickets and projects) 
  • Interface with support and engineering teams to provide a single point of coordination to clients 
  • Assist engineers with technical aspects of any client issue, and the evaluation, estimation and escalation of such 
  • Provide high quality phone support measured through client satisfaction ratings 
  • Communicate professionally and clearly in a written or verbal format with internal and external clients 
  • Log all tickets, documenting issues and providing status to appropriate stakeholders, following documented service level agreements and procedures 
  • Influence clients to increase their investment in Managed Services with 3Cloud via operational interaction cadence 

Qualifications 

  • Project or service delivery management of multi-project programs, or a demonstrated ability to manage multiple streams of work 3+ years exp. 
  • Project and program management - 5+ years exp. 
  • Relationship and team management - 5+ years exp. 
  • Five (5) or more years of progressive IT experience and three (3) or more years overseeing IT operations delivery, required 
  • Experience in IT strategy, business requirements gathering, IT roadmaps and advisory, preferred 
  • Experience in IT Service Management, Operations, or processes improvement and definition, preferred 
  • Experience overseeing delivery teams and measure against defined KPIs, preferred 
  • Experience operating in the Microsoft ecosystem and/or with the Azure platform, preferred 

Business Accountabilities 

The Service Delivery Manager carries the following core accountabilities to the 3Cloud Managed Services business: 

  • Client retention 
  • Client satisfaction 
  • Client revenue growth 

Other 

  • Ability to work well in a cross-functional, fast-paced team environment 
  • Must have high attention to detail  
  • Must have excellent organizational and multi-tasking skills 
  • Excellent verbal, written, and presentation skills 

 

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • Microsoft AzureLanguages

Location

3Cloud is located in the Downers Grove I-88 corridor in the Microsoft Building. Convenient to Chicago, Metra, and great restaurants.

An Insider's view of 3Cloud

How would you describe the company’s work-life balance?

3Cloud has an excellent work-life balance. With the unlimited work from home policy, I have the ability to save myself time from a rather long, tedious commute and utilize that time to get more work done with higher quality. In addition to that, being closer to home allows me to spend more time with family, focus on things such as fitness, etc.

Sully

Associate Azure Consultant

What does your typical day look like?

My days are never the same - I juggle time, cost and quality to ensure all clients’ goals are met. Having exposure to open collaboration between teams that work with diverse technologies enables new growth opportunities. One thing stays consistent every day, though - I get to work on challenging projects with brilliant people.

Martyna

Senior Project Manager

How has your career grown since starting at the company?

I joined 3Cloud as a senior consultant. With the rapid pace at which 3Cloud has grown, the leaders recognized my leadership contributions and fast-tracked my career advancement to Delivery Director of our Cloud Infrastructure & Operations team. I lead seven seasoned architects that drive market leading Azure solutions for our clients.

Joe

Delivery Director

What is your vision for the company?

Our vision is to be the leading Microsoft Azure partner, both trusted by our clients and loved by our employees.

Mike

CEO

What are 3Cloud Perks + Benefits

3Cloud Benefits Overview

We believe our biggest perk is that we get to work with great clients on cutting-edge projects; our team members are challenged and develop amazing skills as they create. Our full benefits package targets life balance and connection.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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