Axis Service Delivery Lead (Remote)

This leader will ensure that Service, KPIs, and Metrics are delivered efficiently and timely and, together with their team, that problems and issues are effectively managed cross-functionally.

This leader will partner with cross-functional and disciplinary teams to ensure the scalable and consistent delivery of clinical cloud services.

Responsibilities

• Provide guidance of service strategies across infrastructure delivery
• Ensure compliance to relevant SLA, KPIs, and requirements.
• Report on IT Operational KPIs such as: availability, performance, provisioning, utilization, project status, auditing, and capacity planning for system and personnel resourcing.
• Consult with Service, Support, Customers, and different technical teams.
• Display management and leadership qualities for the rollout of best practices and policies and procedures.
• Adherence to applicable regulations for medical devices and governance controls.
• Develop and Oversee ITIL Problem management to manage ongoing customer issues.
• Conduct System Outage Analysis to prevent the reoccurrence of incidents.
• Manage escalations to business line, engineering and/or cloud architecture teams.
• Negotiate service level agreements with both internal customers and service providers and monitor service delivery to ensure the agreed targets are met.
• Coordinate responses to major incidents, including root cause analysis and post-incident reporting.
• Implementing/Improving Business Continuity and Disaster Recovery Strategies
• Lead and develop a global team to ensure service delivery
• Report on problems and issues and coordinate plans for improvement
• Act as a customer champion in resolving cloud issues

Relevant Knowledge, Skills And Competencies –

• Must be able to read, speak, write, and comprehend the English language.
• BS or MS in CS, CE, or equivalent experience.
• 5 years experience with specific knowledge of virtualization and cloud technologies.
• Experienced in network, security, and data center architecture.
• Experience in Clinical Service Delivery for Cloud Products
• Excellent written and verbal communication skills, with the ability to effectively communicate internally as well as with customers and with people in technical and non-technical roles.
• Proven track record in the ability to develop and maintain strong relationships with co-workers across all departments and external partners/vendors/customers.
• A self–starter with good analytical and problem-solving skills.
• Able to work to deadlines in a sometimes intense and fast-paced environment.
• Ability to manage budgets and work within the business controls associated with these.