Customer Service Manager / Project Manager

Job description:

As a Cloud Customer Service Manager, you will be responsible for tactical and operational customer relationships, service level fulfillment and customer service development. Furthermore, you will contribute to the strategic development.

The Service you will be responsible for is aimed at providing support and development of dozens of business (B2B and B2C) applications hosted in public cloud, including support of infrastructure (OS and components).

Responsibilities:

• Requirement Management:
  • Collect and understand customer needs;
  • Elicit technical requirements by iterating requirements with relevant internal stakeholders and customer representatives;
  • Document customer needs and requirements by following the guidelines and practices established in TietoEVRY.
• Solution Design and Specification:
  • Apply and develop understanding of continuous services operation (ICT operations and/or application management) and different ICT environments and architectures (virtual and physical servers, databases, webservers, containers, backup solutions, monitoring and automation tools, etc.);
  • Develop and specify solutions that meet customer needs in accordance with standards and processes of TietoEVRY.
• Processes and Standards:
  • Ensure that all relevant TietoEVRY processes such as Standard Continuous Service Implementation and ITIL based Service Management are used throughout the continuous service;
  • Provide feedback on the processes used and provide recommendations for improvements where appropriate.
• Technical Support:
  • Coordinate technical team, supporting Customer Cloud environment;
  • Manage service-related projects with required resources, needed information, documentation and contacts.
• Relationships, Collaboration and Communications:
  • Maintain operational and tactical relationships with customer;
  • Establish and maintain professional relationship network across organization;
  • Identify and agree all stakeholders and maintain a high-level awareness and commitment;
  • Report Service KPI’s at regular intervals to the stakeholders;
  • Work closely with all internal and external stakeholders and customer representatives to ensure that technical solutions meet customer needs, and projects deliverables meet customer expectations and do not conflict with delivery dates for other related projects;
  • Communication in English and in Russian in spoken and written forms, interpret and translate from one language to another when needed.

Requirements:

• Experience in cloud services and/or infrastructure is a must;
• Technologies: Cloud, IaaS, PaaS, DevOps;
• More than 3 years of experience and understanding of services and technologies in Cloud Services areas;
• FLUENT spoken and written English. Your English language level must provide possibility to engage with multinational teams on various levels, facilitate complicated discussions on technical and service organization issues;
• Previous experience as service manager or as project manager;
• ITIL and Project Management certificates will be a strong advantage.

We offer:

• Competitive salary;
• Medical & dental insurance;
• Daily meals allowance;
• Yearly fitness allowance;
• Great team;
• International company environment;
• Working in a closely knit professional team of an international company.