Service Delivery Manager - Cloud Operations

Who we’re looking for

• At least 3 years of experience in IT service delivery, IT operations, managed services, technical project management or a similar role
• Technical background and the ability to understand cloud/infrastructure operations, ideally in an AWS environment
• Knowledge of ITIL processes – especially incident, problem, change and service level management
• Experience coordinating across multiple parties, such as customers, partners, vendors and internal technical teams
• Ability to communicate with both technical teams and business stakeholders
• Very good Czech and English
• Independence, ownership and the ability to handle ambiguous situations
• Ability to prioritize, escalate and drive open items to completion

What you’ll do

• Owning end-to-end OPS delivery for assigned projects
• Tracking and reporting on SLA, availability, response/resolution times, incidents, change requests, risks and open items
• Leading regular service review / governance meetings with customers, partners and internal teams
• Coordinating incident management – classification, triage, escalation, RCA and post-incident follow-up
• Managing change requests, maintenance windows and related communication between Trustsoft, the partner and the customer
• Owning the escalation path to the partner in situations where Trustsoft cannot perform the required action independently
• Working closely with cloud engineers, DevOps, architects, operations teams and customers
• Helping improve service governance, reporting, communication and operational processes across managed-ops projects

About the position

Trustsoft operates and manages cloud infrastructure for Czech and international customers – primarily on AWS, with some projects also running on Azure and GCP. For some customers, we provide fully managed operations; in other cases, we work in a partner model where Trustsoft is responsible for the cloud/infrastructure layer and the partner owns the application layer.

Benefits

• An independent role with a real impact on the quality of cloud delivery
• A hybrid technical and business role – not a pure PM role, but not a fully hands-on technical role either
• The opportunity to shape service governance and operational standards across cloud projects
• Close cooperation with a strong team of architects, DevOps and cloud engineers
• Interesting projects for Czech and international customers
• A modern cloud-native stack focused primarily on AWS
• Modern offices in Karlín, in the Amazon Court building