Cloud Service Specialist (Manager)

Beatmysalary; Eindhoven; On-site; EUR 90,000 - 120,000; Full time

Job summary

Beatmysalary is looking for a senior IT Service Management lead to define and implement the interaction and governance model with the MSP for Cloud & Hosting services. You will establish governance forums, escalation paths, and service management practices.

You will design the service catalogue and lifecycle processes, align cloud services with Digital operating standards, and manage KPI reporting and financial governance.

Qualifications

• Bachelor’s degree in IT, business, engineering, or related field.
• 7+ years ITSM, Cloud Operations, or supplier management experience.
• Proven MSP/outsource delivery experience.
• Strong knowledge of Cloud & Hosting services and governance.
• Experience designing service catalogs, governance models, and processes.
• Knowledge of IT financial management for services.
• Strong stakeholder management and communication skills.

Responsibilities

• Define interaction and engagement model with MSP for Cloud & Hosting.
• Establish governance structures, decision forums, escalation paths, and service management practices.
• Define governance agendas, service reviews, KPI reporting frameworks.
• Ensure alignment between Cloud & Hosting services and Digital operating standards.
• Define, establish, and maintain the Cloud & Hosting service catalogue.
• Implement processes for catalogue lifecycle management, including onboarding, enhancement, and retirement of services.
• Design and implement processes for service requests, changes, deployments, and release coordination.
• Coordinate across internal Digital teams and external providers to ensure smooth execution of service changes.
• Support continuous service improvement initiatives and operational maturity development.
• 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.
• 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.

Skills

IT Service Management

Cloud Operations

Governance frameworks

Service catalog design

Stakeholder management

Communication skills

Vendor management

Education

Bachelor's degree in Information Technologies or related field

Tools

ITIL Foundation/MP

ServiceNow

Azure / AWS / Hybrid Cloud

Job description

• Define and implement the interaction and engagement model between our customer 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.
• 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.
• 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

By the end of the engagement, the contractor will deliver:

• Governance Framework and Meeting Structure.
• Service Catalogue with agreed ownership and SLA definitions.
• Change, Deployment, and Service Coordination Processes.
• Financial Management and Cost Governance Framework.
• KPI Dashboard and Service Reporting Package.
• Transition Documentation and Knowledge Transfer Materials.