Service Desk jobs in United States

Social network you want to login/join with:

col-narrow-left

AWS EMEA SARL (UK Branch)

London, United Kingdom

Customer Service

-

Yes

col-narrow-right

27338de9761e

4

28.04.2025

12.06.2025

col-wide

As a Senior Global Services Delivery Manager at Amazon Web Services (AWS), you will play a crucial role in orchestrating seamless delivery of AWS Global Services offerings during large-scale migrations and complex projects. In this new, highly visible position, you will ensure that all AWS teams are working together effectively and efficiently to deliver outcomes for the customer. You will act as the primary coordinator for the Global Services Organization, from contract signing through the launch phase, and typically 3 months post-go-live; your role is to ensure cohesive delivery across multiple teams from Professional Services, Amazon Managed Services (AMS), and Enterprise Support, with a particular focus on AMS integration and comprehensive reporting.

You will achieve this by interfacing with customer and AWS leadership, driving collaboration between the other core account groups (Sales, Support, Solutions Architecture and Professional Services), product/engineering teams, and customer teams, planning and supporting major workload migrations.

This role requires a highly motivated individual who can thrive in a fast-paced, dynamic environment and is passionate about delivering exceptional customer experiences while driving innovation and operational excellence across diverse teams with differing priorities. The GSDM must be able to adapt quickly to changing project needs and customer expectations, particularly in the context of large-scale migrations and complex AWS deployments involving managed services.

The Global Services Delivery Manager Mission is “To make sure every workload migrating to AWS will operate securely, efficiently and resiliently, by leveraging the collective experience across Global Services to deliver a unified and consistent customer experience.”

At AWS, you are encouraged to think big, invent and take ownership on customer challenges. You will not only bring the best of AWS/Amazon to our customers, but you will also proactively help solve the customer's challenges through new ideas, tools and mechanisms. Successful candidates will have a strong delivery and change management background, be detail-oriented, have excellent problem-solving abilities, and be exemplary communicators both at the executive and project team level. You will be a peer leader, have the ability to gain stakeholder buy-in, negotiate and lead virtual teams. Your enterprise experience and operational excellence will influence the team's decisions, provide insight, and help drive secure and robust solutions.


Key job responsibilities
1. Lead the coordination of AWS Global Services teams during large-scale migrations and complex projects, typically involving multiple service offerings such as Professional Services (ProServe), AWS Managed Services (AMS), and Enterprise Support.
2. Serve as the primary point of contact for customers expecting a traditional managed service provider experience, ensuring clear communication and comprehensive reporting throughout the project lifecycle.
3. Develop and implement robust reporting mechanisms that align with customer expectations, including detailed SLA reporting, performance metrics, and progress updates on migration or project milestones.
4. Coordinate the implementation of bespoke solutions and non-standard service terms, working closely with Global Services commercial teams to ensure feasible scope and capabilities.
5. Oversee the seamless transition from project implementation to service transition phase, ensuring that all AWS teams are aligned on operational responsibilities and customer expectations.
6. Collaborate with Account Managers, Solutions Architects, Customer Solutions Managers, and Technical Account Managers to align on project priorities and execution plans, ensuring a unified AWS approach.
7. Lead RFP responses from a technical perspective on behalf of AWS Support
8. Identify potential risks and improvement opportunities throughout the project lifecycle, driving initiatives to closure by leveraging the full range of AWS Global Services capabilities.
9. Oversee the development and execution of comprehensive governance frameworks specific to large migrations and complex projects, including clear roles and responsibilities, standardized communication protocols, and cross-functional alignment.
10. Manage customer expectations and engagement with C Level and act as an escalation point for critical issues, ensuring timely resolution and maintaining high customer satisfaction throughout the engagement.

About the team
The team you’ll be working with is a powerhouse of experienced, strategic thinkers dedicated to guiding the cloud journeys of the region's largest and most complex customers. You'll sit within the Enterprise Support organization, a proactive team of cloud operational architects working directly with out largest customers with a well-known passion for driving customer success. The extended team includes sales/solution architecture, professional services, AMS, and service teams. This cross-functional account team brings a wealth of transformation expertise, technical acumen, and customer-centric mindsets to the table. They operate as trusted advisors, seamlessly orchestrating collaboration across AWS sales, support, architecture, and professional services to deliver tailored solutions.

BASIC QUALIFICATIONS

* 5+ years in managing large-scale cloud migrations, complex IT projects, or managed services delivery
* Background in Service Delivery / Operations / Managed services in the Cloud
* Excellent communication and interpersonal skills, with the ability to influence and coordinate across multiple teams and stakeholders
* Track record of successful delivery in complex, multi-stakeholder environments involving bespoke solutions and non-standard service terms
* Strong project management skills, including experience with agile methodologies and project management tools (e.g., Asana)
* Familiarity with SLA management and reporting in a managed services context

PREFERRED QUALIFICATIONS

* AWS certifications (e.g., AWS Certified Solutions Architect - Associate; AWS Certified DevOps Engineer - Associate )
* Understanding of AWS services, architectures, and best practices, particularly in relation to AWS Managed Services
* Knowledge of regulatory requirements and compliance standards in relevant industries (e.g., Financial Services, Healthcare)
* Experience in transitioning projects from implementation to operational phases in a managed services environment
* PMP certification, SCRUM/Agile, or SAFe certification is not required but beneficial.