Job Description

YOUR IMPACT

As a Cloud Service Manager (internal job title), you will play a critical role in successfully delivering cloud-based services to a portfolio of customers. You will serve as a trusted advisor and primary point of accountability, partnering with customers and cross-functional teams to drive service excellence, operational efficiency, and continuous improvement. You will strengthen customer relationships, resolve complex delivery challenges, and identify opportunities to improve the overall customer experience and drive business growth.

WHAT THE ROLE OFFERS

Own the end-to-end service delivery experience for a portfolio of customer accounts.
Partner with global cross-functional teams to manage and deliver customer requests, projects, and production issues within agreed service levels.
Serve as a customer advocate and escalation point for delivery-related concerns.
Lead client service reviews, provide executive-level status reporting, and foster long-term customer partnerships.
Drive quality initiatives, process improvements, and operational excellence programs across the delivery organization.
Coordinate infrastructure and environment changes while minimizing impact on customer operations.
Support commercial activities including quotations, billing coordination, contract compliance, and revenue growth opportunities.
Mentor, coach, and potentially lead team members while contributing to organizational capability development.
Collaborate with global stakeholders across APAC, EMEA, and North America in a highly dynamic cloud services environment.

WHAT YOU NEED TO SUCCEED

Bachelor's degree in Computer Science, Information Technology, Business, or a related field, or equivalent industry experience.
At least 6 years of experience in customer relationship management, service delivery, technical account management, or a similar client-facing role.
Proven experience owning and managing customer accounts and driving successful service delivery outcomes.
Strong communication and stakeholder management skills with the ability to engage customers, executives, and technical teams.
Experience coordinating multiple projects, priorities, and deliverables in a fast-paced environment.
Demonstrated ability to identify process improvements and drive operational efficiencies.
Strong problem-solving, analytical, and organizational skills with exceptional attention to detail.
Leadership experience, including mentoring, coaching, or managing team members.
Experience supporting cloud services, managed services, SaaS platforms, EDI/B2B, eCommerce environments, or related technologies is highly desirable.
Availability to work across global shifts and fixed US schedules, and ability to work 5 days onsite.