Customer Success Manager

Cloudkeeper is actively seeking an experienced and dedicated Service Delivery Manager to join our dynamic team in Noida. This pivotal role is perfect for professionals who excel in customer-facing operations, incident management, and ensuring seamless service delivery. As a key contact for our valued clients, you will play a crucial part in upholding our commitment to excellence and customer satisfaction.

We are looking for a proactive individual with a proven track record in managing critical service operations, driving timely resolutions, and fostering strong client relationships. If you thrive in a fast-paced environment and are passionate about delivering exceptional service, we encourage you to explore this exciting opportunity to advance your career as a Service Delivery Manager at Cloudkeeper.

Key Responsibilities

• Act as the primary point of contact for customer queries, escalations, and critical service issues, ensuring prompt and effective communication.
• Oversee and manage customer-facing operations, guaranteeing adherence to Service Level Agreements (SLAs) and high standards of service delivery.
• Lead and coordinate cross-functional teams to investigate, diagnose, and resolve incidents efficiently, minimizing service disruptions.
• Implement and refine incident management processes, leveraging ITSM tools to track progress and report on resolution metrics.
• Develop and maintain robust stakeholder relationships, ensuring all parties are informed and aligned on service performance and strategic initiatives.
• Proactively identify potential service risks and collaborate with internal teams to develop preventative measures and improve overall service reliability.
• Contribute to the continuous improvement of service delivery frameworks and operational procedures to enhance customer experience.

Requirements

• 6-9 years of progressive experience in Service Delivery, Incident Management, or Escalation Management roles.
• Demonstrated expertise in managing customer-facing operations and ensuring strict adherence to SLAs.
• Exceptional stakeholder management, communication, and problem-solving abilities.
• Proven capacity to coordinate effectively with diverse cross-functional teams to achieve timely issue resolution.
• Experience with ITSM tools such as ServiceNow, Jira, or similar platforms is a significant advantage.
• A good understanding or prior experience with cloud services like AWS, Azure, or GCP will be highly beneficial.
• Ability to work in a demanding environment and manage multiple priorities effectively.

What We Offer

• An opportunity to work with a leading technology company at the forefront of cloud solutions.
• A collaborative and supportive work environment that fosters professional growth and innovation.
• Exposure to cutting-edge technologies and complex service delivery challenges.
• Competitive compensation package and benefits.
• The chance to make a significant impact on customer satisfaction and operational excellence.