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 AWS infrastructure on behalf of customers. It automates common activities such as monitoring, patch management, security, and backup services, and provides full life-cycle services to provision, run, and support infrastructure.

We are looking for someone that is at the forefront of transformational technology and has experience assisting enterprise and government customers take advantage of a growing set of AWS services and features to run their mission-critical applications. The Senior Cloud Service Delivery Manager is engaged with the client account level and is a trusted advisor; providing operational visibility, technical guidance, consultation 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 customer stakeholders and internal AWS teams as both a business and technical advisor, ensuring customer workloads are secure, performant, optimized, and ready to scale 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 operational posture, architectural best practices, and the latest tools and capabilities available within AWS. 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 operating cadences and partnership

- Provide detailed reviews of service disruptions, metrics, detailed pre-launch planning.

- Work with the customers on operational and tactical issues.

- 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.

- 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 as an owner

- 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, 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%

BASIC QUALIFICATIONS

- Bachelor's degree

- 4+ years of hands-on infrastructure, troubleshooting, systems administration, networking, DevOps or applications development experience

- Can commute to the specified work site

- 4+ years of customer service experience, or experience in leadership or account management positions

- This position requires that the candidate selected must currently possess and maintain an active TS/SCI security clearance with polygraph. The position further requires the candidate to opt into a commensurate clearance for each government agency for which they perform AWS work.

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 Professional Certification

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, MD, Jessup - 153,600.00 - 207,800.00 USD annually

USA, VA, Herndon - 153,600.00 - 207,800.00 USD annually

USA, WA, Bellevue - 153,600.00 - 207,800.00 USD annually

USA, WA, Seattle - 153,600.00 - 207,800.00 USD annually