Cloud Services Delivery Specialist

hace 5 días


Colombia Ellucian Company L.P. A tiempo completo
About the Opportunity

The Cloud Services Delivery Manager role is a strategic position at Ellucian Company L.P., where you will be the primary point of contact for overall delivery and strategic planning for assigned customers.

You will need to communicate effectively and professionally, exposing seamless internal team coordination and growing each customer's confidence in the delivery of Ellucian's services as they move to the Ellucian cloud.

  • Be responsible for being the customer advocate and always knowing/adhering to contract dates/scope, customer peak process periods, primary contacts, and customer preferences/strengths/weaknesses.
  • Understand at a high-level the customer environment and how the applications/integrations work together.
  • Be aware of open product support tickets submitted by the customer.
  • Serve as the owner for delivery of status to the customer of any/all Ellucian projects.
  • Coordination across the Ellucian teams to provide a seamless experience to the customer.
  • Delivery of incident summary reports and root cause analysis to the customers as appropriate.
  • Tactical and technical planning execution of the roadmap – status, schedule, and coordination for all planned work.
  • Customer escalations.
  • Creation and ownership of the annual plan/operating roadmap.
  • Identify trends and prevent issues from occurring by being proactive.
  • Act as a technical liaison between customers, service engineering teams and support.
  • Ensure that all communications, interactions, assignments, details and actions are clear, effective, and timely.
  • Collaborate and communicate with multiple internal teams to ensure positive customer support.
  • Manage priorities across multiple customers.
  • Responsible for attainment of SLAs.
  • Meeting responsiveness targets for planned and unplanned work.
  • Completing scheduled work on time and getting customer validation feedback.
  • Responsible for customer enablement regarding any changes to services.
  • Participate in sales to delivery calls and transition meetings prior to go live.
  • Participation in scheduled scrums meetings to ensure quality communications and prioritization of work requests.
  • Understand and leverage the application compatibility matrix in advance of planning work.
  • Work business hours of assigned region (customer portfolio).
  • Adhere to Cloud ITSM practices and standardization.


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