Cloud Management Office Lead

Company: PwC Published: 14th March 2023 Closing Date: 12th April 2023

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About the job

About Operate

Be it support with regulation, risk or compliance, Operate delivers. Human-led and tech-powered, it is the backbone of PwC’s unique approach to operational delivery – Execution Managed Services. Harnessing the power of tech and data, we work with some of the most recognisable organisations worldwide, wherever they need us to be. We deliver sustained outcomes through our managed solutions, as well as transforming and running complex operational processes that often create challenges or hinder client progress. Underpinning all of this is our commitment to ensuring our people are equipped with tomorrow’s skills to drive success for our clients today.

About The Team

Operate Digital is the central function that creates and runs technology. We also transform the way our clients use technology in delivering assets to our clients across a wide range of business processes. Working with industry leading, alliance partners across architecture, development, and multiple other technologies, we interact with all technology platforms and provide tangible technology delivery at scale.We are building a suite of connected and intelligent capabilities, adopting new and emerging technologies, and using the latest Agile, Cloud and DevOps approaches to maximise our effectiveness along with client value from public cloud offerings.

Skills And Experience

• Experience of working for an IT Service Provider/Managed Services Provider ideally delivering cloud based services or infrastructure services and management
• A proven track record of being proactive, driving initiatives and taking personal ownership of client challenges and opportunities
• Experience delivering in an ITIL environment
• Experience of DevOps & cloud practices across major public cloud providers
• Service delivery management & ITSM lifecycle
• Supporting account growth and defining new cloud offerings for go to market
• Strong commercial and financial management cloud FinOps is advantageous
• Ability and willingness to travel (post Covid) for Client or internal related meetings

Role Description And Responsibilities

A Cloud Management Office Lead is required to join the new Cloud Managed Services function within PwC Operate with responsibility for client retention through strong delivery and customer satisfaction.

The Cloud Management Office Lead is responsible for the overall quality of service provided by the Cloud Managed Service function to internal customers & external clients. Working across the engineering & operations teams to ensure deliverable commitments in a timely & cost effective manner.

The Cloud Management Office Lead will also establish and build relationships with our partners to ensure a seamless end to end service for our clients and work closely with Account Management to deliver account growth/.

• Operate the Cloud Management Office to drive value from the cloud contracts (Azure + SaaS) including operations of the cloud FinOps managed service team
• Creation of reporting, KPIs and metrics for cloud managed services, and working across the team to ensure consistently satisfying customer needs
• Primary point of contact for client impacting events & collaborate with cloud service providers post client impacting events for ongoing improvements
• Work with customers to provide visibility and guidance around their cloud services account through regular operational Service reviews and reporting.
• Provide detailed reviews of service disruptions, metrics, detailed pre-launch planning
• Be involved in the change, release, request and incident management process of the customer’s environment to ensure success and service up-time.
• Be the voice of the customer and work with internal cloud managed services (and other Operate Digital) resources to ensure that the customer’s SLA’s are met.

#cloudtransformation

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