Cloud Service Manager

Establish & handle governance model and Cloud Services reviews with customers to ensure successful long-term partnerships Deploy repeatable processes and best practices using the Cloud Services ITIL framework Identify operational risks impacting customer satisfaction and define and execute mitigation plans in collaboration with the account team. Work with Delivery teams to ensure programs are delivered on time and with quality Analyze and report on customers' system performance metrics Assist customers with business model strategies for SaaS services Motivation for client services and account management Focus on complex project lifecycle with ability to drive the customer and partner on how to execute IT projects in a cloud/saas environment Great verbal & written presentation skills Ability to create, build & manage relationships with customers at all levels Ability to analyze client needs and issues, and rally internal teams to define proactive actions Ability to travel to customer site Background in Program Management: PMP & ITIL background or certification is a bonus Background in Enterprise software implementation or support Bachelor's degree in computer science or a related field 10 years of experience in Cloud or SaaS client service or account management functions 5 years experience managing IT systems Great communication skills in English (fluency required); German or French is a plus