Cloud Service Specialist (Manager)
Key Responsibilities
Service Operating Model & Governance
- Define and implement the interaction and engagement model between our customer and the Managed Service Provider (MSP) for Cloud & Hosting services.
- Establish governance structures, decision-making forums, escalation paths, and service management practices.
- Define governance agendas, service review mechanisms, and KPI reporting frameworks.
- Ensure alignment between Cloud & Hosting services and Digital operating standards.
Service Catalogue Management
- Define, establish, and maintain the Cloud & Hosting service catalogue.
- Implement processes for catalogue lifecycle management, including onboarding, enhancement, and retirement of services.
Service Delivery & Change Coordination
- Design and implement processes for service requests, changes, deployments, and release coordination.
- Define operating procedures covering service introduction, change governance, and deployment management.
- Coordinate across internal Digital teams and external providers to ensure smooth execution of service changes.
- Support continuous service improvement initiatives and operational maturity development.
Financial & Service Management
- Establish financial management processes for Cloud & Hosting services.
- Define cost tracking, chargeback/showback mechanisms, forecasting, and budget management practices.
- Drive alignment and agreement with the MSP on service scope, ownership, SLAs, OLAs, and performance measures.
- Monitor MSP performance against contractual obligations and service commitments.
- Support cloud cost optimization and financial governance activities.
Service Reviews
- Lead operational governance meetings, monthly service reviews, and performance discussions.
- Prepare and present service performance reports, risks, issues, and improvement plans.
- Act as the primary coordination point between internal stakeholders and external service providers.
- Drive actions, accountability, and resolution of service-related issues.
Required Qualifications
- Bachelor's degree in Information Technology, Business Management, Engineering, or related discipline.
- 7+ years of experience in IT Service Management, Cloud Operations, Infrastructure Services, or Supplier Management.
- Proven experience working with Managed Service Providers and outsourced delivery models.
- Strong understanding of Cloud & Hosting services and operational governance frameworks.
- Experience designing service catalogues, governance models, and operational processes.
- Knowledge of financial management principles for IT services.
- Strong stakeholder management and communication skills.
Preferred Qualifications
- ITIL Foundation or ITIL Managing Professional certification.
- Experience with Azure, AWS, or hybrid cloud environments.
- Experience in ServiceNow Service Management processes.
- Knowledge of vendor management and contract governance.
- Understanding of FinOps and cloud cost management practices.
Key Deliverables
By the end of the engagement, the contractor will deliver:
- Cloud & Hosting MSP Operating Model.
- Governance Framework and Meeting Structure.
- Service Catalogue with agreed ownership and SLA definitions.
- Change, Deployment, and Service Coordination Processes.
- Financial Management and Cost Governance Framework.
- KPI Dashboard and Service Reporting Package.
- Transition Documentation and Knowledge Transfer Materials.
Competencies
- Service Management
- Cloud & Hosting Governance
- Supplier & Vendor Management
- IT Financial Management
- Stakeholder Engagement
- Change & Release Coordination
- Process Design & Optimization
- Executive Communication