Service Delivery Manager, Cloud

2 weeks ago

Taguig, National Capital Region, Philippines Google Full time

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  • Bachelor's degree in Business, a quantitative field, or equivalent practical experience.
  • 8 years of experience in technical support service delivery or vendor management.
  • 6 years of experience in leading technical support teams, operations, strategy, and change management.
  • Ability to work non-standard hours and differing work rotations/shifts.
Preferred qualifications:
  • Experience with spreadsheet software and SQL.
  • Experience executing operational initiatives.
  • Knowledge of Google Cloud or other Cloud platforms.
  • Ability to communicate cross-functionally to multiple teams across all levels.
  • Excellent problem-solving and project management skills.
About the job

The Google Cloud Platform team helps customers transform and build what's next for their business — all with technology built in the cloud. Our products are developed for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. Our teams are dedicated to helping our customers — developers, small and large businesses, educational institutions and government agencies — see the benefits of our technology come to life. As part of an entrepreneurial team in this rapidly growing business, you will play a key role in understanding the needs of our customers and help shape the future of businesses of all sizes use technology to connect with customers, employees and partners.

In this role, you will be responsible for service delivery performance for all extended workforce needs across Google Cloud, including extended workforce strategy, governance, operations, and performance management. You will partner with all Cloud teams in Google Cloud Products (GCP) technical support, to set up new vendor engagements and improve existing ones. You will be overseeing the entire GCP technical support operations in the Americas region. You will collaborate, motivate change at all levels within GCP organization, and build relationships.

Google Cloud accelerates every organization's ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google's cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.

Responsibilities
  • Own and manage the relationships with the vendor service providers, partnering with suppliers and internal Google Cloud teams to ensure high quality output and successful customer outcomes.
  • Identify operational gaps using a data-motivated approach and develop solutions to address these in collaboration with vendor sites and business stakeholders. Collaborate with cross-functional/cross-regional stakeholders.
  • Understand processes impacting the operation (i.e., finances, capacity, workflows, etc.) and support the relevant stakeholders driving these efforts.
  • Act as the escalation point of contact for internal and external escalations regarding performance or supplier relationship.
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