Country:

United States

Cities:

Atlanta, Charlotte, Chicago, Dallas, Houston, Los Angeles, New York City, San Francisco, Seattle

Area of expertise:

Delivery Management

Job Description

Cloud Managed Services is a Global Managed Services team that combines insight, innovation, and expertise.  Focused on driving modernization through the latest Microsoft® technologies, CMS is one of the fastest growing business groups for Avanade globally.

 

Primary Responsibilities:

  • Primary point of contact for all the stakeholders (Internal/External) for specific client service delivery
  • Primary client liaison for all technical requests, projects, processes, and strategic initiatives
  • Responsible for services reviews (monthly/weekly/quarterly) with client and Avanade Leadership
  • Responsible for reporting on assigned client accounts, as well as routine contact with appropriate IT personnel within the client organization
  • Responsible for Client deliverables and Service Level Agreements
  • Manage client-specific processes and communication internally with Operations team
  • Primary technology focus on M365, Azure, and Dynamics, (IaaS/SaaS/PaaS), though other services are offered

 

This role requires management experience and demonstration of a breadth of knowledge, skills, and experience in areas including:

  • Relationship Management: Proven ability to establish, maintain and manage strong working relationships with staff, partners, suppliers, and senior client personnel
  • People Management: Experience of building teams, developing, and mentoring individuals toward their career goals. Demonstrable capability to motivate individuals and drive high performance teams
  • Team Management: Experience driving outcomes and demonstrating leadership in managed services teams delivering Iaas/PaaS/SaaS/AO/etc.
  • Contract & Financial Management: Experience managing the delivery of IT services against a contract and budget (including forecasting, scope, bespoke requirements, etc.)
  • Communication: Demonstrates a structured and considered approach to written and oral communication based on the recipients. Strong English communication skills required for communicating complex ideas
  • Negotiation: Willing and able to articulate a reasoned argument on potentially complex issues
  • Technical: Some technical expertise in the latest Microsoft products is required to understand risks and be conversational with clients

 

Additional Skills & Experience Include:

  • Experience in Service Management best practices and techniques
  • Experience managing service partners and subcontractors
  • Experience with Global Delivery structure is preferred o Experience in managing financial, quality, risk, and knowledge management
  • Experience working in a client facing Service Delivery role with a high level of accountability
  • Experience in delivering Service Reviews, Reporting, and Management
  • Ability to manage multiple tasks/clients and projects in a fast-moving environment
  • Presentation skills with a high degree of comfort with both large and small audiences
  • Strong written and communication skills
  • High level of comfort communicating effectively across internal and external organizations

 

Key CSM Responsibilities:

  • Manage client relationships and delivery of services
  • Review and report on services to operational, management, and executive levels
  • Managing client expectations and contract scope
  • Capacity and cost management against solutioned effort and client requirements
  • Develop operational and leadership level relationships within existing and new accounts
  • Support client business changes while maintaining service levels and minimizing risk
  • Collaborate with client teams on operational and tactical issues such as establishing change windows, coordinating change execution, major incidents, and process changes
  • Be involved with client tech leads in the change management process of the client’s environment to ensure successful outcomes
  • Collaborate with Avanade technical teams
  • Advocate for the client, work with internal CMS teams to ensure client satisfaction remains high, and ensure Avanade obligations are met
  • Raise internal awareness of client-impacting issues, then drive the response and resolution
  • Provide oversight of escalation, prioritization, and communication
  • First point of escalation for client
  • Engage with Director and C-Level executives to understand business needs
  • Participate in client requested meetings
  • Be available outside of business hours to help coordinate handling of urgent issues as needed
  • Improve service performance consistently over the life cycle of the client relationship using standard, consistent, globally applied methods
  • Develop, track, and report on Service Level Agreement compliance for existing services contracts
  • Engage in mentoring program (bidirectional)
  • Leads high risk/high visibility change and service requests, escalating to appropriate support teams as necessary
  • Lead recurring operational and governance calls with all senior project stakeholders
  • As applicable, manage the optimal utilization of resources and manpower to deliver the agreed services to client
  • Drive automation and modernization for clients
  • Provide Advisory services
  • Generate appropriate reports to executives within Avanade and with the client
  • Conduct regular, in-depth service and process audits; ensure the project team fully aligns to the audit requirements and are compliant with Avanade expectations
  • Manage Enterprise-level clients
  • Proactively collaborate with clients to provide information, best practices, and training on Avanade solutions
  • Stretch project assignments may be assigned as utilization permits for learning and growth

 

Nice to Have:

  • Technical/Professional certifications like ITIL, PMP, Agile, MS, and other related certifications
  • Training/work experience in any of the major Microsoft technologies e.g. M365, Azure, Dynamics, etc.

 

Shift and Travel:

  • Primarily remote work position, infrequently including travel to our global delivery centers or client sites, assuming it is safe to do so
  • Some out-of-hours working may be required to support service issues and global clients, and thus schedules tend to be flexible

 

Accountability and Metrics:

  • Consistent Delivery for assigned client engagements as per contract
  • Client Satisfaction
  • Cost of Poor Quality (ODE CCI (Sold Margin) vs. Delivered CCI (Delivered Margin)
  • Meeting Service Level Agreements
  • CSM Scorecard Results
  • Completing assigned training and certification
  • Project Performance

 

Experience & Education:

  • Demonstrated consulting and/or delivery experience
  • Strong people management experience or experience in strong interdepartmental role
  • Education: University degree required

Apply now

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About Avanade

Avanade leads in providing innovative digital services, business solutions and design-led experiences for its clients, delivered through the power of people and the Microsoft ecosystem. Our professionals combine technology, business and industry expertise to build and deploy solutions to realize results for clients and their customers. Avanade has 29,000 digitally connected people across 23 countries, bringing clients the best thinking through a collaborative culture that honors diversity and reflects the communities in which we operate. We welcome all, and seek talented individuals who can bring their whole self to work, build inclusive teams and encourage diversity inside and outside the organization. Majority owned by Accenture, Avanade was founded in 2000 by Accenture LLP and Microsoft Corporation. Learn more at www.avanade.com.