Job Purpose:
The Senior Manager of Cloud Infrastructure Services will oversee the build, delivery, management, and operations of cloud infrastructure and cloud data analytics services for StarHub clients. This role is crucial for ensuring the successful implementation and operation of cloud solutions for our clients. The Senior Manager will lead a team of IT professionals, including cloud engineers, system engineers, and support analysts, managing both day 1 (initial deployment) and day 2 (ongoing management, support, and operations) activities.
Responsibilities:
• Oversee the delivery and operations of customer IT infrastructure on public cloud platforms by StarHub.
• Lead and manage a team of IT professionals, including business analysts, cloud engineers, system engineers, and support analysts, responsible for StarHub customer projects.
• Control department cost & budget.
• Review and verify project scope and associated SOW and contribute to large deal reviews.
• Establish and maintain robust service delivery and operational processes that are efficient, scalable, and aligned with industry and StarHub ITIL/ITSM best practices.
• Ensure engineering teams accurately and consistently log hours to delivery and maintenance projects and monitor team progress and performance regularly.
• Manage service level objectives (SLO) and agreements (SLAs) and ensure service delivery and operations meet or exceed agreed-upon metrics.
• Develop and maintain strong relationships with clients, ensuring their needs and expectations are met.
• Collaborate with sales, presales, project management, and other internal teams to ensure a seamless client experience and high-quality standards across the entire lifecycle.
• Identify and implement process improvements to enhance service delivery and operations efficiency and effectiveness.
• Track and analyze key performance indicators (KPIs) to measure department effectiveness, delivery, and operations performance.
• Analyze client feedback and translate insights into actionable initiatives.
• Foster a culture of collaboration and continuous learning within the team.
Requirements:
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• Minimum of 10 years of experience in cloud services delivery and operations with at least 5 years in a leadership role.
• Strong understanding of common application and cloud migration strategies (7Rs).
• AWS Solutions Architect, DevOps Engineer or equivalent certification preferred.
• Excellent leadership and team management skills.
• Excellent interpersonal and communication skills.
