Job Summary
We are seeking an experienced Cloud Service Specialist to establish and operationalize the service management framework between Signify and its Managed Service Provider (MSP) for Cloud & Hosting services. The assignment focuses on defining governance structures, service catalogue management, financial management processes, and operational engagement models to ensure effective delivery of cloud and hosting services. The successful candidate will also serve as the primary coordinator between internal stakeholders and service providers, driving service excellence, accountability, and continuous improvement.
Key Responsibilities
Service Operating Model & Governance • Define and implement the interaction and engagement model between Signify 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.
Skill Requirements
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.
Other Requirements
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
Job Description : Key Deliverables\\\\r\\\\nBy the end of the engagement, the contractor will deliver:\\\\r\\\\n• Cloud & Hosting MSP Operating Model.\\\\r\\\\n• Governance Framework and Meeting Structure.\\\\r\\\\n• Service Catalogue with agreed ownership and SLA definitions.\\\\r\\\\n• Change, Deployment, and Service Coordination Processes.\\\\r\\\\n• Financial Management and Cost Governance Framework.\\\\r\\\\n• KPI Dashboard and Service Reporting Package.\\\\r\\\\n• Transition Documentation and Knowledge Transfer Materials.\\\\r\\\\nCompetencies\\\\r\\\\n• Service Management\\\\r\\\\n• Cloud & Hosting Governance\\\\r\\\\n• Supplier & Vendor Management\\\\r\\\\n• IT Financial Management\\\\r\\\\n• Stakeholder Engagement\\\\r\\\\n• Change & Release Coordination\\\\r\\\\n• Process Design & Optimization\\\\r\\\\n• Executive Communication\\\\r\\\\n\\\\r\\\\n