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Service Delivery Manager - Cloud Operations

Trustsoft
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12 days ago
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Service Delivery Manager - Cloud Operations

Trustsoft
Czechia, Praha·12 days ago
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IT service deliverySeniorITILCloud operationsAWS prostředí výhodouSamostatnostČeština + angličtinaPraha
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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